Tier 2 Desktop Support Analyst

Kentro • Washington, DC

2d • Onsite

About The Position

Kentro is hiring a Tier 2 Desktop Support Analyst to support the Department of Commerce. This role is on-site at the DOC office in Washington, DC. The compensation range for this position is $60-70K annually. Kentro determines compensation by evaluating current government contracting and commercial market conditions, as well as the role’s specific requirements. Final salary placement within this range will be based on the candidate’s relevant skills, experience, education, certifications, location, and security clearance level, where applicable. This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability.

Requirements

• Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in desktop support or a similar IT support role.
• Strong knowledge of ServiceNow and Cisco Finesse platforms.
• Proficient in Windows and Mac operating systems, Microsoft Office Suite, and various desktop applications.
• Solid understanding of network protocols, VPN, and remote access technologies.
• Excellent problem-solving, analytical, and communication skills.
• Strong customer service orientation with the ability to interact effectively with individuals at all levels of the organization.
• Ability to prioritize tasks, manage time efficiently, and work independently or as part of a team.
• US Citizen.
• Candidates must possess an active secret security clearance.

Nice To Haves

• CompTIA A+, Network+, or Security+ certifications.

Responsibilities

• Provide end-users exceptional Tier 2 desktop support, addressing hardware, software, and network-related issues.
• Troubleshoot, diagnose and resolve complex technical issues through remote and on-site support.
• Utilize ServiceNow to log, track, and manage support tickets, ensuring timely resolution and user satisfaction.
• Efficiently operate and navigate the Cisco Finesse platform to manage incoming support requests and maintain accurate records.
• Collaborate with other IT team members and external vendors to resolve issues and implement solutions.
• Assist in installing, configuring, and maintaining desktop hardware, software, and peripherals.
• Participate in the development and execution of IT projects, including system upgrades, migrations, and deployments.
• Provide training and guidance to end-users on properly using hardware, software, and other IT resources.
• Maintain and update technical documentation, including knowledge base articles and standard operating procedures.
• Adhere to IT security policies and procedures to protect the Department of Commerce's information assets.

Benefits

• paid time off
• healthcare benefits
• supplemental benefits
• 401k including an employer match
• discount perks
• rewards
• education reimbursement for certifications, degrees, or professional development
• funds for activities – virtual and in-person
• happy hours
• holiday events
• fitness & wellness events
• annual celebrations
• charity galas/events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree