Tier 2 Desktop Support Analyst

IT Concepts, Inc; Washington (District of Columbia); On-site; USD 50,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Tier 2 Desktop Support Analyst to join their dynamic team. This role involves providing exceptional support to end-users, troubleshooting complex issues, and collaborating with IT professionals to enhance operational efficiency. The ideal candidate will have a strong background in desktop support and a passion for technology, ensuring user satisfaction while adhering to security protocols. This position offers the opportunity to work on impactful projects within a supportive environment that fosters professional growth and development. If you are ready to make a difference in the IT landscape, this is the perfect opportunity for you.

Qualifications

• 3+ years of experience in desktop support or similar IT support roles.
• Strong knowledge of ServiceNow and Cisco Finesse platforms.

Responsibilities

• Provide exceptional Tier 2 desktop support for hardware, software, and network issues.
• Collaborate with IT team and vendors to resolve issues and implement solutions.

Skills

Problem-solving skills

Analytical skills

Communication skills

Customer service orientation

Time management

Education

Associate or Bachelor's degree in Computer Science

Related field degree

Tools

ServiceNow

Cisco Finesse

Windows operating system

Mac operating system

Microsoft Office Suite

Job description

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is hiring for a Tier 2 Desktop Support Analyst to support the Department of Commerce.

Responsibilities:

• Provide end-users exceptional Tier 2 desktop support, addressing hardware, software, and network-related issues.
• Troubleshoot, diagnose and resolve complex technical issues through remote and on-site support.
• Utilize ServiceNow to log, track, and manage support tickets, ensuring timely resolution and user satisfaction.
• Efficiently operate and navigate the Cisco Finesse platform to manage incoming support requests and maintain accurate records.
• Collaborate with other IT team members and external vendors to resolve issues and implement solutions.
• Assist in installing, configuring, and maintaining desktop hardware, software, and peripherals.
• Participate in the development and execution of IT projects, including system upgrades, migrations, and deployments.
• Provide training and guidance to end-users on properly using hardware, software, and other IT resources.
• Maintain and update technical documentation, including knowledge base articles and standard operating procedures.
• Adhere to IT security policies and procedures to protect the Department of Commerce's information assets.

Location:

On-site at the DOC office in Washington, DC.

Requirements:

• Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in desktop support or a similar IT support role.
• Strong knowledge of ServiceNow and Cisco Finesse platforms.
• Proficient in Windows and Mac operating systems, Microsoft Office Suite, and various desktop applications.
• Solid understanding of network protocols, VPN, and remote access technologies.
• Excellent problem-solving, analytical, and communication skills.
• Strong customer service orientation with the ability to interact effectively with individuals at all levels of the organization.
• Ability to prioritize tasks, manage time efficiently, and work independently or as part of a team.
• CompTIA A+, Network+, or Security+ certifications are a plus.

Clearance:

• Must be a US citizen and able to pass a background check for security clearance.

How To Apply:

To apply to Kentro Positions- Please click on the: "Apply for this Job" button at the bottom of this Job Description or the button at the top: "Application." Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position. If you need alternative application methods, please email [e-mail] and request assistance.

Accommodations:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email [e-mail].

Seniority level:

Associate

Employment type:

Full-time

Job function:

Information Technology

Industries:

IT Services and IT Consulting

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.