Tier 2 IT Support Analyst – Onsite Government Desk Support

Humantouch-LLC; Arlington (VA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) matching

Paid time off

Job summary

HumanTouch, LLC is seeking a customer-focused Customer Service Analyst, Tier 2 to provide onsite IT support for a federal government customer in Arlington, VA. The role involves troubleshooting, resolving escalated issues, and assisting users across multiple channels, with deskside support when needed.

You will document all incidents and resolutions, prepare and ship IT equipment, and work a regular eight-hour shift between 6:00 a.m. and 7:00 p.m., Monday through Friday, onsite with leadership.

Qualifications

• Excellent customer service, communication, and problem-solving skills.
• Broad understanding of the relationship between computer hardware, operating systems, and software applications.
• Ability to troubleshoot and support end-user technology, including laptops, docking stations, printers and peripherals.

Responsibilities

• Provide second-level, customer-facing support for incidents and service requests received by telephone, web, email, chat, and in-person walk-up
• Troubleshoot and resolve incidents and service requests escalated to Tier 2
• Accurately document all incidents, service requests, troubleshooting activities, and resolutions
• Provide deskside support when remote assistance is not possible or effective
• Prepare, issue, and configure new or loaner IT equipment for end users
• Ship IT equipment to remote locations as needed
• Work onsite daily with the government customer and HumanTouch leadership
• Work an eight-hour shift scheduled between 6:00 a.m. and 7:00 p.m., Monday through Friday
• Provide support and coverage to the Tier 1 Call Center when needed

Skills

Customer service

Communication

Problem-solving

End-user support

Troubleshooting

Education

High school diploma or GED

Job description

HumanTouch, LLC is seeking a customer-focused Customer Service Analyst, Tier 2 to provide onsite IT support for a federal government customer in Arlington, VA. The role involves troubleshooting, resolving escalated issues, and assisting users across multiple channels, with deskside support when needed.

You will document all incidents and resolutions, prepare and ship IT equipment, and work a regular eight-hour shift between 6:00 a.m. and 7:00 p.m., Monday through Friday, onsite with leadership.