C4PS-2505 Tier II Service Desk Specialist

Miami, Florida, United States · SOUTHCOM · C4PS-2505 expand job description ↓


Position Title: Tier II Service Desk Specialist

Location: Multiple Locations

  • Miami, FL
  • Guantanamo Bay, Cuba

Position Type: Full-Time

Security Clearance Requirement: Top Secret/Sensitive Compartmented Information (TS/SCI)

Certification Requirements:

  • CompTIA Security +; And
  • Windows 10 Certification

Years of Experience: minimum 3 years of experience

Roles and Responsibilities:

  • Responds to and diagnoses problems through discussion with users
  • Ensures a timely process though which problems are controlled. Includes problem recognition, research, isolation, resolutions, and follow-up steps.
  • Supervises operation of help desk and serves as focal point for customer concerns.
  • Provides support to end users on a variety of issues.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors all problems to ensure a timely resolution.
  • Provides, second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Refers more complex problems to intermediate and/or senior level.


  • Associates Degree in Information Technology; Or
  • Computer Science; Or
  • 3+ years of IT Help Desk experience.

Preferred Skills:

  • Perform MAC (Moves, Adds and Changes) duties.
  • Microsoft technology stacks (Office, Active Directory).
  • End user hardware: notebooks, desktops, peripherals, monitors, mobile devices.
  • High volume networked multi-function printers support.
  • Knowledge of Windows 7, 8.1 with Mac OS X Knowledge extra.
  • Good troubleshooting skills.
  • Experience in assembling/disassembling computer hardware and computers.
  • Understanding of TCP/IP networking.
  • Experience with software installations with desktop applications.
  • Baseline Certification.
  • Computing Environment.


Minimum Certification requirements (DOD 8570.01-M - IAT Level II):

  • Baseline Certification
    • CompTIA Security+
  • Computing Environment
    • Windows 10 Certification


  • Paid Vacation, Sick Time and Holidays
  • Medical, Dental, Life and Disability Insurance
  • 401K with Employer Contribution Matching
  • Service Disabled Veteran Owned Business
  • Equal Opportunity Employer
  • ISO 9001:2015 Certified Company
  • www.c4plans.com
  • Personal information
    Your Profile
    Application Details
    Do you have an active Department of Defense Security Clearance?
    Do you have at least 3 years of help desk experience?