Tier 2 Service Desk Analyst

Job overview

The Tier 2 Service Desk Analyst is an onsite role in Arlington, VA, with a stated salary range of $90,000–$115,000 per year. The analyst supports a federal government customer in classified and unclassified IT environments and requires an active Top Secret clearance with eligibility to obtain SCI. The role serves as an escalation point for complex end-user issues, restoring systems and services while meeting security requirements and service objectives. Collaboration with engineering and cybersecurity teams and documentation of solutions support mission-critical operations and continuous service improvement.

What you'll do

• Answer calls and fulfill service requests
• provide account management, password resets, and initial diagnostics
• troubleshoot Tier II hardware, software, network, and access issues
• support PCs, servers, applications, and hardware across multiple networks
• collaborate with technical teams to restore services and address root causes
• document processes and knowledge articles
• assist with service-level compliance and change management
• provide local and remote support across secure networks.

What we're looking for

Skills & competencies

tier 2 service desk analyst

it support

federal government

top secret clearance

sci eligibility

dod iat level ii

arlington va

$90k–$115k/year

hardware and software troubleshooting

definitive innovative solutions

Work arrangement

• Weekend coverage required

Why this role

Active DoD Top Secret clearance required with eligibility to obtain SCI; DoD IAT Level II certification required; five years of end-user and desktop support experience required.

About the employer

Definitive Innovative Solutions is hiring for this role. Industry: All Other Professional, Scientific, and Technical Services. Sector: 54.