Tier II Help Desk Analyst

Job overview

The Tier II Help Desk Analyst role is onsite in Alexandria, VA, full-time, Monday through Friday; compensation is not specified. The position supports a customer service center and its workstation and business application environment at KeenLogic. The role resolves Tier II hardware and application issues for end users, escalating more complex matters to the eBusiness team when needed. It helps maintain reliable, secure workstation and application support through troubleshooting, deployment, incident handling, and documentation.

What you'll do

• Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation and configuration, removal, and performance tuning
• image and deploy workstations using Microsoft Endpoint Configuration Manager (SCCM) and approved task sequences
• troubleshoot in person and with approved remote tools
• manage and document incidents and service requests
• perform root cause analysis
• administer Active Directory tasks
• support mobile device management and printers
• assist with collaboration and productivity tools
• document work in CRM, ticketing, and ACD systems.

What we're looking for

Skills & competencies

tier ii help desk analyst

alexandria va

keenlogic

onsite

monday through friday

workstation support

hardware troubleshooting

application support

sccm

active directory

mobile device management

printer support

Work arrangement

• Weekend coverage required

Why this role

Supports Intel-based PCs, Apple workstations, and custom business applications; desired skills include ITIL Service Management, policy analysis, workstation patching/testing, desktop engineering, release management, and knowledge management.

About the employer

KeenLogic is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.