> Markdown version of [/jobs/ext/538572-tier-ii-help-desk](https://www.wearedevelopers.com/jobs/ext/538572-tier-ii-help-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier II Help Desk - **Company:** KeenLogic, LLC - **Location:** Alexandria, VA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Active Directory, Big Data, Business Software, Knowledge Management, System Center Configuration Manager, Performance Tuning, Productivity Software, Release Management, Windows Remote Assistance, Remote Desktop Services, Software Engineering - **Published:** June 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=87dcf7c0f60eb7db ## About the Role Do you have experience in Video conferencing systems operation?, Do you have a High school diploma or GED?, KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is onsite and full-time, Monday through Friday., * Bachelors and 3+ years' experience * Associates and 5+ years' experience * High School and 7+ years' experience, * Strong ability to troubleshoot Windows hardware and software issues. * Experience deploying and imaging enterprise workstations in a managed IT environment. * Proficiency with remote support and remote desktop tools. * Excellent written and verbal communication skills with a strong customer service focus. * Ability to work independently and collaboratively within a team environment. * Demonstrated ability to follow established procedures and workflows. Desired Skills: * ITIL Service Management * Policy Analysis * Workstation Patching/Testing * Desktop Engineering * Release Management * Knowledge Management ## Description The successful candidate will be responsible for deskside support of an environment composed Intel based PC and Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call or walk into the customer service center, remotely, or at the customer's location. The candidate shall be prepared to perform the resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for a more detailed level of support. The Tier II will consult with appropriate manufacturers where required in coordination with the business., * Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation, configuration, removal, and performance tuning. * Image, reimage, and deploy enterprise workstations using Microsoft Endpoint Configuration Manager (SCCM) and approved task sequences. * Support end users using approved remote assistance tools and in-person troubleshooting, resolving issues efficiently while maintaining security standards. * Manage incidents and service requests, performing analysis, documentation, and resolution in accordance with defined processes. * Perform root cause analysis to identify recurring issues and recommend corrective actions. * Administer Active Directory tasks such as account management, group membership, and workstation domain support. * Provide mobile device management support, including device provisioning, resets, and remote wiping. * Deliver printer support, including setup, queue configuration, toner and parts replacement, and issue remediation. * Support collaboration and productivity tools, including email, meeting rooms, video teleconferencing, user moves, and large data transfers. * Accurately document work in CRM, ticketing, and ACD systems ## Related Videos - [Alibaba Big Data and Machine Learning Technology](https://www.wearedevelopers.com/videos/37-alibaba-big-data-and-machine-learning-technology) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Why segmenting your infrastructure into tiers makes your infrastructure design better](https://www.wearedevelopers.com/videos/1960-why-segmenting-your-infrastructure-into-tiers-makes-your-infrastructure-design-better) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [The Future of Knowledge Retention: AI-Driven HR Transformation](https://www.wearedevelopers.com/videos/100047-the-future-of-knowledge-retention-ai-driven-hr-transformation) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews)