Tier 2 Deskside / Help Desk Analyst

Post Date

Mar 02, 2023


District Of Columbia

ZIP/Postal Code

Jul 28, 2023 Insight Global

Job Type



Help Desk

Req #


Job Description

This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for desktop, laptop, thin clients, and VM's, as well as the hardware and applications associated with them. This position will also analyze existing systems along with making proactive recommendations for improvement. Tier II supports all systems, applications, and hardware within the customer environment. Additional responsibilities will be assigned as deemed necessary and will include support requirements that may not be listed below.

1. Provide a high-level of customer service to all customers including effective communication.

2. Resolve issues for desktop and laptop incidents and requests in a timely manner.

3. Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality.

5. Troubleshooting and resolving service-related issues such as user data back-up, printing, web ex, etc.

6. Effectively document the resolution process and mentor Service Desk personnel.

7. Contribute to departmental policies and procedures related to troubleshooting

8. Demonstrate a thorough understanding of departmental policies and procedures

9. Work with system and application owners to remediate reoccurring issues.

10. Ability to troubleshoot virtualized environments and make recommendations for improved performance.

12. Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager.

14. Support Windows 10, Mac OS, iOS, and Android.

15. Provide IT support relating to technical issues involving Microsoft core

16. business applications and operating systems.

17. Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment.

19. Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees.

21. Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved.

23. Ability to handle high call volume and correspondence; multitask and bring up to Tier 3 as needed.

25. Able to work multiple issues at one time, both individually and in support of other technicians, while utilizing time management skills to ensure on time appointment arrivals and updates

Minimum Requirements

1. Must have min. of 8 years' experience with Windows 10 and in Active Directory Environment.

2. Must have 5+ years of experience in computer systems or IT support, with technical proficiency in MAC OS, tools and productivity office suites.

3. Must have a Minimum of 1 Certification:





4. Advanced level experience in MAC/PC hybrid environments including mobile devices.

5. Experience installing and supporting applications such as Microsoft Office andOutlook, O365, Windows 10 and Mac OS.

6. Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems

7. Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.

8. Experience in working on a Service Desk teams supporting IT services.

9. Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy.

10. Must have min. of 1-year experience with JAMF (SCM platform) and SCCM/PXE for Windows.

Desired Skills

-BS Degree

- Previously supported Legislative Branch

- ONSITE Flexibility