Our client is seeking a Service Desk II for an onsite position in Miami, FL.

• Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
• Responds appropriately to moderately complex service desk inquires made by telephone or self-service ticket regarding computer hardware, software, network, system/application access, and telecommunications systems
• Follows up with customers to ensure that customer inquiries are resolved within the agreed upon time frame
• Logs and tracks inquiries using a problem management database and maintains historical records and related problem documentation
• Documents incident status and solutions in incident management database tools
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Diagnoses, identifies, isolates, and analyzes trends utilizing historical database records.
• Monitor and control electronic computer and peripheral electronic data processing equipment to process business, scientific, engineering, and other data according to operating instructions.
• Monitor and respond to operating and error messages.
• May enter commands at a computer terminal and set controls on computer and peripheral devices.
• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
• Provide end-user software troubleshooting and support
• Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions

Required Experience/Knowledge:

• Minimum Secret clearance to start; ability to obtain TS/SCI clearance
• High School diploma or GED equivalent
• 3 years hands-on experience in an Information Technology environment.

Required Certifications:

• DoD 8570 IAT-II certification (e.g., Security CE or equivalent)
• Current Computing Environment (e.g., MD-100) certification.

Desired Certifications/Experience:

• Customer Support and ServiceNow experience a plus.

ITIL certification a plus.
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.