Tier 2 Service Desk Analyst
About The Position
Definitive Innovative Solutions (DIS) is seeking a Tier 2 Service Desk Analyst to provide advanced technical support for classified and unclassified IT environments serving a federal government customer. The analyst is an escalation point for end-user support, resolving complex hardware, software, network, and access-related issues while meeting federal security requirements and service level objectives. The role supports mission-critical operations by restoring services efficiently, troubleshooting across multiple networks, collaborating with engineering and cybersecurity teams, and contributing to continuous service improvement. Support includes PCs, servers, applications, and hardware, delivered locally and remotely across secure networks.
Requirements
- Bachelor's degree in IT or a related field; or an associate's degree with at least 2 years of relevant IT experience; or a high school diploma with at least 4 years of relevant IT experience.
- DoD IAT Level II certification required, such as Security+ CE, GSEC, or CCNA Security.
- Active DoD Top Secret clearance required, with eligibility to obtain SCI.
- At least 5 years of experience providing end-user and desktop support in enterprise or secure government environments.
- Strong understanding of security principles and their application in classified and unclassified computing environments.
- Experience troubleshooting desktop hardware and software, including printers, print servers, scanners, PDAs, and video teleconferencing systems.
- Ability to diagnose complex technical issues and implement effective solutions with minimal operational disruption.
- Proficiency with Microsoft products, including Windows operating systems, Office applications, and Windows security configurations.
- Experience installing, configuring, and supporting workstation hardware, software, and mission-specific applications.
- Familiarity with enterprise incident ticketing and work order tracking systems.
- Strong written and verbal communication skills and ability to interact effectively with users, technical teams, and mission stakeholders.
- Commitment to excellent customer service and mission support.
- Ability to work independently and collaborate effectively within a team.
Responsibilities
- Answer calls, fulfill service requests, and provide user support, including account management, password resets, and initial diagnostics for classified and unclassified systems.
- Support the implementation, troubleshooting, and maintenance of IT systems in accordance with agency and DoD standards.
- Identify, diagnose, and resolve Tier II hardware, software, and network problems.
- Restore end-user systems to normal operations with minimal impact on mission-critical activities.
- Provide Tier II support for PCs, servers, applications, and hardware across multiple networks.
- Collaborate with network services, systems engineering, and application development teams to restore services and address root causes.
- Recreate user problems to analyze and resolve complex technical difficulties.
- Recommend system or configuration changes to prevent recurring issues.
- Provide local and remote technical support across multiple secure agency networks.
- Develop and document processes, procedures, and knowledge base articles to improve efficiency and service quality.
- Assist the IT Help Desk Lead with compliance with Service Level Objectives (SLOs) and contractual standards.
- Support change management by representing customer interests in risk and impact assessments.
- Mentor or provide leadership to small teams or less experienced team members, as required.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
