Tier 2 Service Desk Analyst

TriVertex Solutions; Washington (District of Columbia); On-site; USD 47,000 - 70,000; Full time

Job summary

TriVertex Solutions is hiring a Tier 2 Service Desk Analyst to provide advanced technical support on a federal project. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and at least three years of relevant IT support experience. Join a forward-thinking company that values innovation and offers a flexible, remote-friendly culture.

Benefits

Flexible remote-friendly culture

Competitive compensation package

Collaborative environment

Opportunities for career growth

Qualifications

• Minimum of 3 years of experience in IT support.
• 1-2 years providing Tier 2 assistance in a help desk environment.
• Strong knowledge of Windows 10/11 and Office 365.

Responsibilities

• Serve as an escalation point for Tier 1 support.
• Independently troubleshoot complex technical issues.
• Document resolutions and contribute to knowledge base articles.

Skills

Technical troubleshooting

Excellent communication

Solid troubleshooting skills

Education

Associate degree in Information Technology

ITIL v4 Foundation

CompTIA Network+

Tools

ServiceNow

BMC Remedy

Job description

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About TriVertex Solutions

TriVertex Solutions is a forward-thinking company delivering IT solutions to clients across the commercial and federal government sectors. With a strong foundation in technology and a commitment to agility, we help organizations solve complex challenges, scale effectively, and deliver on their missions. We bring a modern, solutions-oriented approach to every partnership - aligning with teams that value innovation, performance, and meaningful results.

About TriVertex Solutions

TriVertex Solutions is a forward-thinking company delivering IT solutions to clients across the commercial and federal government sectors. With a strong foundation in technology and a commitment to agility, we help organizations solve complex challenges, scale effectively, and deliver on their missions. We bring a modern, solutions-oriented approach to every partnership - aligning with teams that value innovation, performance, and meaningful results.

We are currently seeking a Tier 2 Service Desk Analyst to provide advanced technical support to end users on a federal project. This role is ideal for someone with strong technical troubleshooting skills, excellent communication abilities, and at least three years of relevant IT support experience. As a Tier 2 analyst, you will serve as an escalation point for Tier 1 and be responsible for resolving more complex incidents in accordance with SLAs and ITIL-based practices.

Clearance: This position supports a federal contract and requires the ability to obtain a public trust clearance.

What You'll Do

• Serve as an escalation point for Tier 1 support and independently troubleshoot complex technical issues across hardware, software, and network platforms
• Resolve incidents related to Windows OS, Office 365, VPNs, remote access, Active Directory, and other enterprise technologies
• Perform user administration tasks such as account creation, permission changes, and group policy updates
• Investigate recurring issues, perform root cause analysis, and recommend long-term solutions
• Document resolutions and contribute to knowledge base articles to support knowledge transfer and ticket deflection
• Collaborate with Tier 3, system engineers, or vendors when issues require additional support
• Proactively monitor service desk queues and system alerts, ensuring timely response and resolution
• Support onboarding and offboarding processes, including device setup and application configuration
• Adhere to security, compliance, and documentation requirements, especially within a federal environment
  
  

What You Bring

• Associate degree in Information Technology or related field (Bachelor's degree preferred), or equivalent technical certifications and experience
• Minimum of 3 years of experience in IT support, with at least 1-2 years providing Tier 2-level assistance in a help desk or service desk environment
• Strong knowledge of Windows 10/11, Office 365, Active Directory, networking fundamentals, and common enterprise applications
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms
• Solid troubleshooting skills with the ability to analyze issues, identify patterns, and drive resolution
• Excellent communication and customer service skills; able to convey technical information clearly to both technical and non-technical audiences
• Certifications such as ITIL v4 Foundation, CompTIA Network+, or Microsoft 365 Fundamentals are a plus
• Experience supporting federal customers or working in a government contracting environment is highly preferred
  
  

Why Join TriVertex Solutions

• Be part of a forward-thinking company that values innovation, agility, and real-world impact
• Work in a collaborative environment where your ideas and contributions matter
• Enjoy a flexible, remote-friendly culture built on trust and accountability
• Grow your career with opportunities to take on meaningful, challenging projects
• Receive a competitive compensation package that reflects your skills and experience
  
  

TriVertex Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Job Posted by ApplicantPro

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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