On-Site Tier 2 Desktop Support - Secret Clearance

Kentro; Washington (District of Columbia); On-site; USD 60,000 - 70,000; Full time

Job summary

Kentro in Washington, DC is seeking a Tier 2 Desktop Support Analyst to support the Department of Commerce. This on-site role requires providing expert desktop support, troubleshooting hardware, software, and network issues, and using ServiceNow and Cisco Finesse.

The ideal candidate has a degree in IT, at least 3 years of desktop support experience, and familiarity with Windows, Mac, VPN, and remote access. US Citizenship and an active secret clearance are required.

Qualifications

• Bachelor's or Associate degree in IT or related field.
• 3+ years in desktop support or similar IT role.
• Experience with ServiceNow and Cisco Finesse.
• Proficient in Windows and Mac OS, MS Office, and desktop apps.
• Strong understanding of VPN and remote access.
• Excellent problem-solving and communication skills.
• Customer service oriented with ability to work with diverse teams.
• Ability to prioritize tasks and work independently or in a team.

Responsibilities

• Provide Tier 2 desktop support for hardware, software, and network issues.
• Log, track, and manage tickets using ServiceNow with timely resolutions.
• Utilize Cisco Finesse to manage incoming requests and maintain records.
• Assist in installing and maintaining desktop hardware and software.
• Contribute to IT projects like upgrades, migrations, and deployments.
• Provide end-user training on hardware, software, and IT resources.
• Maintain technical documentation and adhere to security policies.

Skills

Strong customer service orientation

Excellent problem-solving and analytic

Effective communication

Independent/team work

Education

Associate or Bachelor's degree in Computer Science, Information Technology, or related field

CompTIA A+, Network+, or Security+ certifications

Tools

ServiceNow

Cisco Finesse

Windows

Mac OS

Microsoft Office Suite

Job description

Kentro in Washington, DC is seeking a Tier 2 Desktop Support Analyst to support the Department of Commerce. This on-site role requires providing expert desktop support, troubleshooting hardware, software, and network issues, and using ServiceNow and Cisco Finesse.

The ideal candidate has a degree in IT, at least 3 years of desktop support experience, and familiarity with Windows, Mac, VPN, and remote access. US Citizenship and an active secret clearance are required.