Customer Service Analyst II

Customer Service Analyst II

At Simple Technology Solutions, our people are our priority. We know our team members are more than employees—they're parents, friends, volunteers, artists, and athletes. That's why we offer flexibility to help them thrive personally and professionally while delivering exceptional solutions to our Federal Government clients.

Our culture is built on collaboration, continuous learning, and excellence. We are mentors and thought leaders who share knowledge and foster growth. Recognized as a "Best Place to Work," we believe a range of perspectives helps us drive innovation and exceed customer expectations. At STS, taking care of our people isn't a perk—it's the standard.

As an 8(a) HUBZone company, we also offer special incentives for team members living in qualified HUBZones. Check out the HUBZone map to see if you qualify!

Quick Position Overview:

• U.S. Citizenship is required
• Associate's degree (or equivalent experience) is required
• Minimum of 2-6 years of position-related experience is required
• Location: On-site in Arlington, VA. No remote-work option available.

The Role:

The Customer Service Analyst (Tier II) provides intermediate-level technical and customer support within a structured Technology Operations Center (TOC) environment. This hands-on role focuses on resolving end-user incidents, managing service requests, and ensuring adherence to defined Service Level Objectives (SLOs). The Analyst will collaborate closely with Tier I and Tier III teams to identify recurring issues, update documentation, and contribute to continuous service improvement.

The ideal candidate is detail-oriented, adaptable, and committed to providing a seamless customer experience while maintaining high technical and documentation standards.

The Customer Service Analyst (Tier II) at STS will:

• Troubleshoot and resolve escalated end-user issues involving workstations, applications, VPN, and network connectivity.
• Respond to service requests and incidents using enterprise ITSM tools (e.g., ServiceNow), maintaining accurate ticket documentation.
• Ensure compliance with SLOs, including first-call resolution, response times, and ticket quality standards.
• Develop and maintain Knowledge Articles to promote consistent issue resolution across the service desk.
• Collaborate with Tier III teams to identify root causes and propose remediation steps for recurring incidents.
• Communicate effectively and courteously with customers, maintaining professionalism in all interactions.
• Support security and accessibility standards (e.g., Section 508, NIST, FedRAMP).
• Participate in daily operational meetings, status reviews, and service improvement initiatives.

Education and Experience:

Required:

• Associate's Degree in Information Technology, Computer Science, or a related field.
• 2–6 years of hands-on IT service desk or Tier II support experience in enterprise or federal environments.
• Experience using ServiceNow (or equivalent ITSM platform).
• Proficiency in troubleshooting Microsoft 365, Active Directory, Windows OS, and remote access solutions (VPN).
• Strong communication, documentation, and problem-solving skills.

Preferred:

• ITIL v4 Foundation or HDI Customer Service Representative certification.
• Familiarity with AWS Connect, Splunk, or similar monitoring tools.
• Experience developing or maintaining standard operating procedures and knowledge base content.
• Prior experience in performance-based or compliance-driven IT support environments.