Tier 2 Service Desk Analyst

Work onsite in Arlington, VA to provide Tier 2 escalation support for classified and unclassified IT environments serving a federal government customer.

Responsibilities

• Handle inbound calls, service requests, and functional user support for classified and unclassified systems
• Manage user accounts, complete password resets, and run initial diagnostics
• Support implementation, troubleshooting, and maintenance of IT systems in alignment with agency and DoD standards
• Perform Tier II identification, diagnosis, and resolution for hardware, software, and network incidents
• Restore end-user systems to standard operating conditions with minimal disruption to mission-critical activities
• Provide Tier II support for PCs, servers, applications, and hardware across multiple networks
• Collaborate with network services, systems engineering, and application development teams to restore services and address root causes
• Simulate or recreate user-reported issues to isolate complex technical problems
• Recommend system and configuration changes to prevent repeat incidents
• Deliver both local and remote technical support across multiple secure agency networks
• Create and document processes, procedures, and knowledge base articles to improve efficiency and service quality
• Assist the IT Help Desk Lead with compliance to Service Level Objectives (SLOs) and contractual requirements
• Support change management activities by representing customer risk and impact considerations
• Mentor or provide leadership to small groups or less experienced team members when needed
• Complete other duties as assigned

Requirements

• Bachelor's degree in IT or related field, or equivalent (Associate's degree with 2+ years of relevant IT experience, or high school diploma with 4+ years of relevant IT experience)
• DoD IAT Level II Certification required (examples: Security+ CE, GSEC, CCNA Security)
• Active DoD Top Secret clearance required, with eligibility to obtain SCI
• Minimum 5 years of experience providing end-user and desktop support in enterprise or secure government environments
• Strong understanding of security principles for classified and unclassified computing environments
• Experience troubleshooting desktop-related hardware and software, including printers, print servers, scanners, PDAs, and video teleconferencing systems
• Proven ability to diagnose complex technical issues and implement solutions with minimal operational disruption
• Proficiency with Microsoft products, including Windows OS, Office applications, and Windows security configurations
• Experience installing, configuring, and supporting workstation hardware, software, and mission-specific applications
• Familiarity with incident ticketing and work order tracking systems in an enterprise environment
• Strong written and verbal communication skills for working with users, technical teams, and mission stakeholders
• Commitment to exceptional customer service and mission support
• Ability to work independently while collaborating effectively in a team setting

Technologies

• Windows OS
• Office applications
• Security+ CE
• GSEC
• CCNA Security

Position Summary

• Deliver advanced technical support for both classified and unclassified IT environments for a federal government customer
• Serve as an escalation point for complex hardware, software, network, and access-related issues while meeting federal security requirements and service level objectives
• Support mission-critical operations by restoring services efficiently, troubleshooting across multiple networks, collaborating with engineering and cybersecurity teams, and improving service delivery

Location: Arlington, VA (onsite)
Salary: USD 90,000 - 115,000 per year