Tier 2 Desktop Support Analyst
Tier 2 Desktop Support Analyst
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.
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Kentro is hiring 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.
Salary Range: $60,000-70,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.