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Service Desk Specialist II

Job Tracking ID:  85347-283290
Location:   Oklahoma City, OK
Job Type:  Full-Time/Regular
Date Updated:  March 26, 2019
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Job Description:

The Service Desk Specialist II will provide hands-on and remote support within an international, multi-site Windows environment. Responsibilities include but are not limited to; general ticket management, help desk duties, troubleshooting calls, emails, and providing desk side Tier l / Tier ll level support.



  • Provide professional, courteous, prompt support to on-site and off-site users
  • Properly document and track all work using the IT ticketing system
  • Resolve incidents and tasks to successfully meet business defined Service Level Agreements
  • Create and administer new user accounts, passwords, and privileges/rights as assigned, update user accounts as needed.
  • Troubleshoot Tier I / Tier II PC hardware/software, network, print, and mobile related issues
  • Conduct research and recommend purchase options of computers, peripherals and software
  • Work on special projects pertaining to computer equipment and software as assigned
  • Upgrade and deploy new hardware in accordance with lifecycle processes
  • Adhere to documented processes and provide recommendation for process improvements
  • Generates purchase requisitions as needed
  • Maintain asset database for hardware assignments
  • Maintain software license compliance
  • Attend team meetings


Other Job Functions

  • Other duties may be assigned






  • Knowledge of LAN and WAN topologies and architecture
  • Knowledge of Microsoft server and Microsoft Active Directory
  • Knowledge of PC hardware, including monitors, printers, scanners and other peripherals
  • Knowledge of Server and PC operating systems (Windows 2008, 2012, Windows 7 and 10).
  • Knowledge of application installation and troubleshooting of Microsoft Office products, Sophos AV, Disk encryption, Adobe products, and mobile devices
  • Knowledge of internet standards such as (DNS, SSL, SMTP, SNMP, DFS), and other protocols.
  • Ability to effectively manage and complete task independently with minimal supervision
  • Ability to maintain sensitive and confidential information as required by government standards
  • Ability to interact effectively with peers and supervisors
  • Ability to interact appropriately with the public when necessary
  • Ability to adhere to workplace rules
  • Ability to effectively communicate professionally in writing or verbally with all levels of personnel


Experience and Skills:



  • HS Diploma or equivalent
  • 5+ years of Tier I/Tier II level Help Desk support experience
  • A+/Network+/Microsoft/Security+/ITIL certifications preferred
  • Microsoft Windows 7, Windows 10 support experience
  • Microsoft Office  2010 and 2013 experience
  • Cisco VOIP Phone System experience is a plus
  • Winders server administration experience is a plus
  • Experience working in a manufacturing environment, preferred
  • May be required to obtain and maintain a U.S. security clearance at the appropriate level (requires U.S. Citizenship)



  • Standing, walking, lifting, bending, reaching, grasping, stooping, and kneeling
  • Occasionally lifts and carries objects weighing up to 25lbs
  • May work in confined spaces as needed
  • May work from a variety of surfaces, level or un-level, when performing job duties
  • May work extended hours and/or weekends
  • Occasional exposure to noise and dust.
  • Ability to sit or stand for long periods of time
  • Ability to perform repetitive motion (e.g. keyboarding, phones)
  • Office and/or manufacturing  environment



  • 0-10% - May be required between KUAS locations

Additional Information:
Job Level:   Mid Career (2+ years)
Number of Openings:   1
Years of Experience:  
Level of Education:   High School/GED
Starting Date :   ASAP