Customer Service Analyst, Tier 2

Humantouch-LLC; Arlington (VA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) matching

Paid time off

Job summary

HumanTouch, LLC is seeking a customer-focused Customer Service Analyst, Tier 2 to provide onsite IT support for a federal government customer in Arlington, VA. The role involves troubleshooting, resolving escalated issues, and assisting users across multiple channels, with deskside support when needed.

You will document all incidents and resolutions, prepare and ship IT equipment, and work a regular eight-hour shift between 6:00 a.m. and 7:00 p.m., Monday through Friday, onsite with leadership.

Qualifications

• Excellent customer service, communication, and problem-solving skills.
• Broad understanding of the relationship between computer hardware, operating systems, and software applications.
• Ability to troubleshoot and support end-user technology, including laptops, docking stations, printers and peripherals.

Responsibilities

• Provide second-level, customer-facing support for incidents and service requests received by telephone, web, email, chat, and in-person walk-up
• Troubleshoot and resolve incidents and service requests escalated to Tier 2
• Accurately document all incidents, service requests, troubleshooting activities, and resolutions
• Provide deskside support when remote assistance is not possible or effective
• Prepare, issue, and configure new or loaner IT equipment for end users
• Ship IT equipment to remote locations as needed
• Work onsite daily with the government customer and HumanTouch leadership
• Work an eight-hour shift scheduled between 6:00 a.m. and 7:00 p.m., Monday through Friday
• Provide support and coverage to the Tier 1 Call Center when needed

Skills

Customer service

Communication

Problem-solving

End-user support

Troubleshooting

Education

High school diploma or GED

Job description

Job DetailsJob Location: Arlington VA - Arlington, VA 22102Position Type: Full TimeSalary Range: $45,000.00 - $60,000.00 Salary/yearHumanTouch, LLC is seeking a customer-focused Customer Service Analyst, Tier 2 to provide onsite IT support for a federal government customer. In this role, you will troubleshoot and resolve escalated technical issues, assist users through multiple support channels, and provide hands-on deskside support when needed. The ideal candidate combines strong technical troubleshooting abilities with clear communication, sound judgment, and a commitment to delivering a positive customer experience.

Responsibilities

• Provide second-level, customer-facing support for incidents and service requests received by telephone, web, email, chat, and in-person walk-up
• Troubleshoot and resolve incidents and service requests escalated to Tier 2
• Accurately document all incidents, service requests, troubleshooting activities, and resolutions
• Provide deskside support when remote assistance is not possible or effective
• Prepare, issue, and configure new or loaner IT equipment for end users
• Ship IT equipment to remote locations as needed
• Work onsite daily with the government customer and HumanTouch leadership
• Work an eight-hour shift scheduled between 6:00 a.m. and 7:00 p.m., Monday through Friday
• Provide support and coverage to the Tier 1 Call Center when needed

Required Qualifications

• Excellent customer service, communication, and problem-solving skills
• Broad understanding of the relationship between computer hardware, operating systems, and software applications
• Ability to troubleshoot and support end-user technology, including laptops, docking stations, conference room equipment, network and personal printers, wireless devices, monitors, mobile devices, and peripheral equipment
• High school diploma or GED
• Eligibility for a Public Trust
• Ability to successfully complete a SAMHSA drug screening

Preferred Qualifications

• Previous experience supporting an IT help desk as a Tier 1 or Tier 2 Service Desk Technician, Customer Service Analyst, or in a similar technical support role
• Previous experience working as a federal contractor or federal employee

Benefits

• Medical, dental, and vision coverage
• 401(k) matching
• Paid time off