Kentro is looking for a Tier 2 Desktop Support Analyst to provide comprehensive end-user support for the Department of Commerce. You will be responsible for troubleshooting complex technical issues, managing support requests, and ensuring the smooth operation of desktop environments.
What You'll Do
- Provide exceptional Tier 2 desktop support, addressing hardware, software, and network-related issues.
- Troubleshoot, diagnose, and resolve complex technical problems through remote and on-site support.
- Utilize ServiceNow to log, track, and manage support tickets, ensuring timely resolution.
- Operate the Cisco Finesse platform to manage incoming support requests and maintain 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 and deployments.
- Provide training and guidance to end-users on properly using IT resources.
- Maintain and update technical documentation, including knowledge base articles and standard procedures.
- Adhere to IT security policies and procedures to protect information assets.
What We're Looking For
- 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 ability to interact effectively with individuals at all levels.
- Ability to prioritize tasks, manage time efficiently, and work independently or as part of a team.
- Must possess an active secret security clearance.
Nice to Have
- CompTIA A+, Network+, or Security+ certifications are a plus.
Technical Stack
- ServiceNow
- Cisco Finesse
- Windows
- Mac
- Microsoft Office Suite
Benefits & Compensation
- Compensation: $60,000-$70,000 annually
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k including an employer match
- Discount perks and rewards
- Education reimbursement for certifications, degrees, or professional development
- Funds for virtual and in-person activities like happy hours, holiday events, fitness & wellness events, and annual celebrations
Work Mode
This role is onsite in Washington, DC.
Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.
