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# Service Desk Tier 2

- **Company:** Tatitlek Government Services, Inc (TGSI)
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Software Applications, CompTIA Network+, Databases, Microsoft Office, Networking Basics, Remote Desktop Services, Tablet Computers, Peripherals, Laptops, Hardware Infrastructure
- **Published:** October 18, 2026
- **Apply:** https://diversityjobs.com/career/11532110/Service-Desk-Tier-2-D-C-Washington

## About the Role

* General understanding and knowledge of the Microsoft computing environment.
 * At least 2 years of experience or more with resolving and recording software and hardware customer incidents and requests.
 * At least 2 years of experience with effectively analyzing, troubleshooting, researching, resolving tracking, documenting and when necessary escalating customer incidents and requests to the appropriate office or staff member using a ticketing database (Remedy).
 * At least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies; Microsoft Windows XP, Windows 7, Windows 10 Operating System, the latest version of Microsoft Office and a host of other commonly used software.
 * CompTia Network+, or A+ is required, Network+ preferred for this position.

SKILLS, KNOWLEDGE AND ABILITIES:

 * Must possess a good understanding of basic networking technologies; e-mail systems, remote desktop applications, desktop applications, IT troubleshooting techniques, and shall possesses good written and oral communication skills., As a condition of employment, must pass a pre-employment drug screening, as well as have acceptable reference and background check results.

## Description

Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.

 * Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.
 * If the incidents or problems are identified as major and require a code or configuration change, the Tier 2 Support team routes the ticket to the Tier 3 Support team.