Customer Service Analyst, Tier 2
EXECUTIVE 1 HOLDING COMPANY•Arlington, VA
•$45,000 - $60,000•Onsite
About The Position
HumanTouch, LLC is seeking a customer-focused Customer Service Analyst, Tier 2 to provide onsite IT support for a federal government customer. In this role, you will troubleshoot and resolve escalated technical issues, assist users through multiple support channels, and provide hands-on deskside support when needed. The ideal candidate combines strong technical troubleshooting abilities with clear communication, sound judgment, and a commitment to delivering a positive customer experience.
Requirements
- Excellent customer service, communication, and problem-solving skills
- Broad understanding of the relationship between computer hardware, operating systems, and software applications
- Ability to troubleshoot and support end-user technology, including laptops, docking stations, conference room equipment, network and personal printers, wireless devices, monitors, mobile devices, and peripheral equipment
- High school diploma or GED
- Eligibility for a Public Trust
- Ability to successfully complete a SAMHSA drug screening
Nice To Haves
- Previous experience supporting an IT help desk as a Tier 1 or Tier 2 Service Desk Technician, Customer Service Analyst, or in a similar technical support role
- Previous experience working as a federal contractor or federal employee
Responsibilities
- Provide second-level, customer-facing support for incidents and service requests received by telephone, web, email, chat, and in-person walk-up
- Troubleshoot and resolve incidents and service requests escalated to Tier 2
- Accurately document all incidents, service requests, troubleshooting activities, and resolutions
- Provide deskside support when remote assistance is not possible or effective
- Prepare, issue, and configure new or loaner IT equipment for end users
- Ship IT equipment to remote locations as needed
- Work onsite daily with the government customer and HumanTouch leadership
- Work an eight-hour shift scheduled between 6:00 a.m. and 7:00 p.m., Monday through Friday
- Provide support and coverage to the Tier 1 Call Center when needed
Benefits
- Medical, dental, and vision coverage
- 401(k) matching
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
