Customer Service Analyst, Tier 2

Executive 1 Holding Company, LLC; McLean (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

HumanTouch, LLC is seeking a Customer Service Analyst, Tier 2 to deliver onsite IT support for a federal government client in McLean, VA. The role involves troubleshooting escalated issues, guiding users across multiple channels, and providing hands-on deskside assistance when needed.

You will document incidents, configure equipment, and support the Tier 1 Call Center while working closely with government customers and leadership. Strong communication and customer-focused service are essential.

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.

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

Education

High school diploma or GED

Job description

Description

HumanTouch, 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