Onsite Tier II Help Desk Analyst

KeenLogic; Alexandria, Northern (VA, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

KeenLogic is seeking a self-motivated Tier II Help Desk Analyst to join our onsite team in Alexandria, VA. This role focuses on deskside support for Windows and Apple workstations, collaborating with a consultative team and coordinating with the eBusiness group when necessary.

The ideal candidate will handle incident management, hardware and software troubleshooting, SCCM imaging, AD administration, and end-user support both remotely and on site, while following defined processes and security

Qualifications

• Bachelor's degree or higher with 3+ years of experience.
• Associate degree with 5+ years of experience.
• High school diploma with 7+ years of experience.

Responsibilities

• Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation, configuration, removal, and performance tuning.
• Image, reimage, and deploy enterprise workstations using SCCM and approved task sequences.
• Support end users using remote assistance tools and in-person troubleshooting, resolving issues efficiently while maintaining security standards.
• Manage incidents and service requests, performing analysis, documentation, and resolution in accordance with defined processes.
• Perform root cause analysis to identify recurring issues and recommend corrective actions.
• Administer Active Directory tasks such as account management, group membership, and workstation domain support.
• Provide mobile device management support, including device provisioning, resets, and remote wiping.
• Deliver printer support, including setup, queue configuration, toner and parts replacement, and issue remediation.

Skills

Windows troubleshooting

Remote support

Customer service

Teamwork

Documentation

Problem diagnosis

Education

Bachelor's degree

Associate degree

High school diploma

Tools

SCCM

Remote desktop

CRM/ticketing systems

ACD systems

Job description

KeenLogic is seeking a self-motivated Tier II Help Desk Analyst to join our onsite team in Alexandria, VA. This role focuses on deskside support for Windows and Apple workstations, collaborating with a consultative team and coordinating with the eBusiness group when necessary.

The ideal candidate will handle incident management, hardware and software troubleshooting, SCCM imaging, AD administration, and end-user support both remotely and on site, while following defined processes and security