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# Tier 2 Desktop Support Analyst

- **Company:** IT Concepts, Inc.
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Salary:** $60,000 - $70,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Software Applications, System Configuration, Virtual Private Networks (VPN), Microsoft Office, Network Protocols, Remote Access Technology, Peripherals, Computer Equipment, Information Technology, Cisco, Servicenow
- **Published:** November 12, 2026
- **Apply:** https://www.careerbuilder.com/job-details/tier-2-desktop-support-analyst-washington-dc--e3c1252c-1357-4519-9120-67b2ca644fa5

## About the Role

Desktop Administration, Analysis Skills, Database Administration, Process Improvement, Community Support, Desktop Administration, Analysis Skills, Compensation Management, Government Contracts, Compensation Analysis, * 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.

Preferred Qualifications:

 * CompTIA A+, Network+, or Security+ certifications.

Clearance Requirement:

 * US Citizen.
 * Candidates must possess an active secret security clearance.

## Description

* 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.