Kentro ยท 2 days ago
Tier 2 Desktop Support Analyst
Washington, DC
Full-time
Onsite
Mid Level
$60K/yr - $70K/yr
3+ years expKentro is a company dedicated to innovation and collaboration, seeking a Tier 2 Desktop Support Analyst to support the Department of Commerce. The role involves providing exceptional desktop support, troubleshooting technical issues, and collaborating with IT team members and vendors to implement solutions.
Information Technology & Services
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
Candidates must possess an active secret security clearance
Preferred
CompTIA A+, Network+, or Security+ certifications are a plus
Benefits
Competitive benefits package including paid time off
Healthcare benefits
Supplemental benefits
401k including an employer match
Discount perks
Rewards
Education reimbursement for certifications, degrees, or professional development
Flexibility for you to take a course, complete a certification, or other professional growth and networking
Funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
Charity galas/events
Company
Kentro
IT Concepts has transformed into Kentro - your center for innovation, excellence, and growth.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase