Tier 2 Desktop Support Analyst

Kentro•Washington, DC

4d•$60,000 - $70,000•Onsite

About The Position

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones. Kentro is hiring a Tier 2 Desktop Support Analyst to support the Department of Commerce.

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.
Candidates must possess an active secret security clearance.

Nice To Haves

CompTIA A+, Network+, or Security+ certifications are a plus.

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

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.
Reimbursement amounts may fluctuate due to IRS limitations.
We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking.
We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.
We work hard; we play hard.
Kentro is committed to incorporating fun into every day.
We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations.
In alignment with our commitment to our communities, we also host and attend charity galas/events.
We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.