Tier 2 Desktop Support Analyst

Key Responsibilities:

• Provide exceptional Tier 2 desktop support to end-users, 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 the installation, configuration, and maintenance of 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 the proper use of 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 ensure the protection of the Department of Commerce's information assets.
  

Location: Onsite at the DOC office in the Washington, DC.

Requirements

• 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.
• CompTIA A+, Network+, or Security+ certifications are a plus.