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Clearwaters.IT
IT Service Desk Specialist - Level II (DHA Great Lakes)
Level II IT Service Desk Specialist at Clearwaters.IT in Illinois. Resolve escalated tickets, troubleshoot hardware/software, apply ITIL frameworks. Requires 4+ years support experience, CompTIA Sec+, degree. Health/401k/PTO.
Consulting
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
December 12, 2025
Clearwaters.IT is looking for an IT Service Desk Specialist - Level II to join our dynamic team, providing top-tier technical support to end-users and contributing to an exceptional service delivery experience.
Requirements
- Respond to and resolve Level II service desk tickets escalated from Level I support.
- Troubleshoot hardware, software, and network-related issues for end-users, documenting problems and solutions.
- Work collaboratively with IT teams to ensure incidents are quickly and effectively managed.
- Utilize ITIL frameworks to enhance service management practices and improve workflow processes.
- Update and maintain detailed documentation related to troubleshooting steps and resolutions.
- Participate in user training and awareness programs to maintain high levels of service satisfaction.
- Engage in regular team meetings to discuss ongoing issues and improvements.
- Stay updated on emerging trends and technologies in IT support and suggest improvements.
Benefits
- Health, dental and vision insurance
- 401(k) with company match
- Paid time off (PTO) for vacation, sick leave, and personal days
- Professional development reimbursement
- Life insurance
- Disability insurance
- Employee assistance programs
Requirements Summary
4+ years of technical support experience, Associate's degree in Computer Science, CompTIA Sec+ certification
