Onsite Tier II IT Help Desk Specialist

KeenLogic; Alexandria (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

KeenLogic in Alexandria, VA seeks a Tier II Help Desk Analyst for onsite, full-time work. You will provide hardware and software support for Windows and Apple devices, manage incidents, and assist customers in person, by phone, or remotely.

You will image and deploy workstations using SCCM, handle AD tasks, mobile device management, printer support, and collaboration tools, while following established procedures and security standards.

Qualifications

• Bachelor's degree or higher with IT experience (3+ years)
• Associate's degree with 5+ years experience
• High school diploma with 7+ years experience

Responsibilities

• Provide Tier II hardware and application support, including diagnosis and remediation, password resets, software install/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 provisioning, resets, and remote wiping.
• Deliver printer support, including setup, queue configuration, toner/parts replacement, and remediation.
• Support collaboration and productivity tools, including email, meeting rooms, video conferencing, user moves, and large data transfers.
• Accurately document work in CRM, ticketing, and ACD systems

Skills

Windows troubleshooting

Imaging enterprise workstations

Remote support tools

Customer service

Teamwork

Procedures compliance

Education

Bachelor's degree

Associate degree

High school diploma

Job description

KeenLogic in Alexandria, VA seeks a Tier II Help Desk Analyst for onsite, full-time work. You will provide hardware and software support for Windows and Apple devices, manage incidents, and assist customers in person, by phone, or remotely.

You will image and deploy workstations using SCCM, handle AD tasks, mobile device management, printer support, and collaboration tools, while following established procedures and security standards.