Customer Service Analyst II

Simple Technology Solutions • Arlington, VA

73d • Onsite

About The Position

Simple Technology Solutions is looking for a Customer Service Analyst (Tier II) to join our team. 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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees