Tier 2 Service Desk Analyst

Job Description

serves as a critical escalation point for end-user support, resolving complex hardware, software, network, and access-related issues while ensuring compliance with federal security requirements and service level objectives.

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The Tier 2 Service Desk Analyst will support mission-critical operations by restoring services efficiently, troubleshooting across multiple networks, collaborating with engineering and cybersecurity teams, and contributing to continuous service improvement initiatives. The ideal candidate possesses strong technical troubleshooting capabilities, excellent customer service skills, and experience supporting secure government environments .

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Duties and Responsibilities

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• Answer calls, fulfill service requests, and provide functional user support, including account management, password resets, and initial diagnostics for classified and unclassified systems.
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• Provide support for implementation, troubleshooting, and maintenance of IT systems in accordance with agency and DoD standards.
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• Perform Tier II problem identification, diagnosis, and resolution of hardware, software, and network issues.
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• Restore end-user systems to normal IT operations with minimal impact on mission-critical activities.
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• Deliver Tier II support for PCs, servers, applications, and hardware across multiple networks.
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• Collaborate with network services, systems engineering, and application development teams to restore services and address root cause issues.
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• Simulate or recreate user problems to analyze and resolve complex technical difficulties.
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• Recommend system or configuration modifications to prevent recurring user issues.
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• Provide both local and remote technical support across multiple secure networks within the agency.
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• Develop and document processes, procedures, and knowledge base articles to improve efficiency and service quality.
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• Assist the IT Help Desk Lead in ensuring compliance with Service Level Objectives (SLOs) and contractual standards.
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• Support the change management process, representing the customer's interests in risk and impact assessments.
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• Mentor or provide leadership to small teams or less experienced team members, as required.
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• Other duties as assigned
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Minimum Qualifications

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• Bachelor's degree in IT or related field; OR
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• Associate's degree with 2+ years of relevant IT experience; OR
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• High school diploma with 4+ years of relevant IT experience.
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• DoD IAT Level II Certification required (e.g., Security+ CE, GSEC, CCNA Security).
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• Active DoD Top Secret Clearance required with eligibility to obtain SCI.
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Knowledge, Skills and Abilities

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• Minimum of 5 years of experience providing end-user and desktop support in enterprise or secure government environments.
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• Strong understanding of security principles and their application within classified and unclassified computing environments.
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• Experience troubleshooting hardware and software issues related to desktop systems, printers, print servers, scanners, PDAs, and video teleconferencing systems.
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• Proven ability to diagnose complex technical issues and implement effective solutions with minimal disruption to operations.
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• Proficiency with Microsoft products, including Windows OS, Office applications, and Windows security configurations.
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• Experience installing, configuring, and supporting workstation hardware, software, and mission-specific applications.
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• Familiarity with incident ticketing and work order tracking systems in an enterprise environment.
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• Strong written and verbal communication skills with the ability to interact effectively with users, technical teams, and mission stakeholders.
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• Demonstrated commitment to exceptional customer service and mission support.
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• Ability to work independently while collaborating effectively within a team environment.
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