Tier 2 Service Desk Analyst

Definitive Innovative Solutions • Arlington, VA

2d

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 supporting a federal government customer. The position 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 analyst will restore services, troubleshoot across multiple networks, collaborate with engineering and cybersecurity teams, and contribute to service improvement initiatives. The role requires an active DoD Top Secret clearance with eligibility to obtain SCI.

Requirements

• Bachelor's degree in IT or a related field; or an associate 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, such as Security+ CE, GSEC, or CCNA Security.
• Active DoD Top Secret clearance and 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 for effective interaction with users, technical teams, and mission stakeholders.
• Commitment to customer service and mission support.
• Ability to work independently and collaboratively within a team.

Responsibilities

• Answer calls, fulfill service requests, and provide functional 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.
• Simulate or recreate user problems to analyze and resolve complex technical difficulties.
• Recommend system or configuration modifications 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 in meeting Service Level Objectives 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level