Senior Tier II Service Desk Analyst - Secure Gov IT

Definitive Innovative Solutions; Arlington (VA); On-site; USD 71,000 - 100,000; Full time

Job summary

Definitive Innovative Solutions (DIS) is seeking a Tier 2 Service Desk Analyst to provide advanced technical support for both classified and unclassified IT environments supporting a federal government customer in Arlington, VA.

This role serves as a critical escalation point for end-user support, resolving complex hardware, software, network, and access-related issues while ensuring compliance with federal security requirements and SLOs.

Qualifications

• Bachelor's degree in IT or related field, or equivalent experience.
• DoD IAT Level II Certification required (e.g., Security+ CE, GSEC, CCNA Security).
• Active DoD Top Secret Clearance with SCI eligibility.
• 5 years of end-user and desktop support experience in secure environments.

Responsibilities

• Answer calls, fulfill service requests, and provide user support for classified/unclassified systems.
• Provide Tier II support for hardware, software, and network issues.
• Collaborate with network services, systems engineering, and cybersecurity teams.
• Restore services with minimal impact to mission operations.
• Develop and document procedures to improve efficiency and quality.

Skills

End-user support

Troubleshooting

Customer service

Security principles

Windows OS

Education

Bachelor's degree in IT or related

Associate's degree + 2+ years IT

High school + 4+ years IT

Tools

Incident ticketing systems

Remote support tools

Job description

Definitive Innovative Solutions (DIS) is seeking a Tier 2 Service Desk Analyst to provide advanced technical support for both classified and unclassified IT environments supporting a federal government customer in Arlington, VA.

This role serves as a critical escalation point for end-user support, resolving complex hardware, software, network, and access-related issues while ensuring compliance with federal security requirements and SLOs.