Tier 2 Service Desk Analyst
Arlington, VA
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!
SecuriGence is seeking a Tier 2 Help Desk Analyst to provide advanced technical support for classified and unclassified IT environments in support of a federal government customer. The Help Desk Analyst will be responsible for handling escalated issues, troubleshooting complex technical problems, supporting system maintenance, and ensuring compliance with federal security and service delivery requirements. This role ensures minimal disruption to mission operations by restoring services quickly, supporting end users across multiple networks, and contributing to continuous service improvement initiatives.
- Answer calls, fulfill service requests, and provide functional user support, including account management, password resets, and initial diagnostics for classified and unclassified systems.
- Provide support for implementation, troubleshooting, and maintenance of IT systems in accordance with agency and DoD standards.
- Perform Tier II problem identification, diagnosis, and resolution of hardware, software, and network issues.
- Restore end-user systems to normal IT operations with minimal impact on mission-critical activities.
- Deliver Tier II support for PCs, servers, applications, and hardware across multiple networks.
- Collaborate with network services, systems engineering, and application development teams to restore services and address root cause issues.
- Simulate or recreate user problems to analyze and resolve complex technical difficulties.
- Recommend system or configuration modifications to prevent recurring user issues.
- Provide both local and remote technical support across multiple secure networks within the agency.
- Develop and document processes, procedures, and knowledge base articles to improve efficiency and service quality.
- Assist the IT Help Desk Lead in ensuring compliance with Service Level Objectives (SLOs) and contractual standards.
- Support the management process, representing the customer’s interests in risk and impact assessments.
- Mentor or provide leadership to small teams or less experienced team members, as required.
- Other duties as assigned.
- Associate’s degree with 2+ years of relevant IT experience; OR High school diploma with 4+ years of relevant IT experience.
- 5+ years of IT experience supporting end users in secure environments.