IT Service Desk Specialist – Level II

Location: Naval Hospital Camp Pendleton (NHCP), Camp Pendleton, CA
Clearance Level: Active Secret Security Clearance

Position Summary

3 Reasons Consulting is seeking a skilled IT Service Desk Specialist – Level II to provide onsite technical support at Naval Hospital Camp Pendleton (NHCP).

The ideal candidate brings strong troubleshooting expertise, excellent customer service skills, and hands-on experience supporting Microsoft operating systems in a DoD or government environment. In this role, you will help maintain and support NHCP’s desktop computing environment to ensure reliable and uninterrupted IT services for hospital staff and patients.

This position plays an important role in supporting mission-critical healthcare operations through responsive technical assistance and effective IT service management.

Key Responsibilities

Services to be performed include, but are not limited to:

• Provide first-line technical support to end users via phone, email, chat, or in-person assistance.

• Troubleshoot and resolve hardware, software, and network issues, escalating complex issues to Tier III support or the Global Service Center (GSC) when necessary.

• Develop technical expertise in specific systems to support customer operations and system functionality.

• Maintain and repair PCs, laptops, printers, and peripheral devices.

• Manage and track service requests using ServiceNow, ensuring response and resolution within established SLA requirements.

• Maintain and update Standard Operating Procedures (SOPs) and service catalogs for system installations, configurations, and troubleshooting procedures.

• Track and maintain government asset inventory to ensure accurate documentation and accountability.

• Provide user feedback and recommendations to improve the IT environment and increase customer satisfaction.

• Adhere to NHCP training requirements, facility protocols, and operational procedures.

• Collaborate with team leads and IT staff to support service desk operations and participate in team initiatives.

• Assist in training, onboarding, and mentoring new staff members.

• Maintain a clean and organized workspace and follow hospital infection control standards.

• Gain proficiency in systems such as ServiceNow, DMHRSi, and other clinical or business applications.

• Maintain DMHRSi access and complete bi-weekly workload documentation as required.

Required Education & Experience

• Bachelor’s degree preferred, or equivalent technical experience.

• Minimum 4 years of experience in technical support roles, including Microsoft enterprise environments (8 years of experience may substitute for a degree).

• Strong knowledge of Microsoft Operating Systems in DoD or government environments.

• Proven experience troubleshooting hardware, software, and peripheral devices in enterprise environments.

• Ability to perform effectively in high-pressure support environments.

• Demonstrated commitment to customer service and user support.

Required Certifications

• IAT Level II Certification (in accordance with DoD 8570/8140 requirements)

• CompTIA Security+ CE or equivalent certification

Additional Requirements

• Active Secret Security Clearance required

• Ability to support onsite work at Naval Hospital Camp Pendleton

• IMMUNIZATION (requirements per CDCP guidelines)
• NHCP Latex Allergy Screening 

• Ability to maintain compliance with DoD cybersecurity and operational standards

Benefits at 3 Reasons Consulting

At 3 Reasons Consulting, we are committed to supporting the well-being of our team members through a comprehensive benefits package designed to promote health, financial stability, and work-life balance.

Company-Paid Benefits

• Short- and Long-Term Disability

• Basic Life Insurance

• Direct Payroll Deposit

• Leave Accrual

• Paid Holidays

• 401(k) Company Match

Employee / Company Shared Benefits

• Additional (Voluntary) Life Insurance

• 401(k) Plan

• Medical Coverage

• Dental Coverage

• Vision Care Plan

• Flexible Spending Account (FSA)

Equal Opportunity Employer

3 Reasons Consulting is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination or harassment and hold all employees accountable to protect this mission.

We do not discriminate on the basis of race, color, gender, religion, national origin, sexual orientation, age, marital status, veteran status, military status, disability status, or any other characteristic protected by federal, state, or local law. All applicants will receive consideration for employment without regard to protected status.