Tier 2 Desktop Support Analyst

Kentro – Tier 2 Desktop Support Analyst

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is hiring a Tier 2 Desktop Support Analyst to support the Department of Commerce.

• 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.
• Utilise Service Now 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.

On-site at the DOC office in Washington, DC.

$60,000–$70,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

• 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 Service Now 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 prioritise tasks, manage time efficiently, and work independently or as part of a team.
• CompTIA A+, Network+, or Security+ certifications are a plus.

• Candidates must possess an active secret security clearance.

The Company
We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximise impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions.

We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition
Growth | Inc 5000's Fastest Growing Private Companies, DC Metro List Fastest Growing;
Washington Business Journal:
Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture
North‑Virginia Technology Council Tech 100 Honoree;
Virginia Best Place to Work;
Washington Business Journal:
Best Places to Work, Corporate Diversity Index Winner – Mid‑Size Companies, Companies Owned by People of Colour;
Department of Labour's Hire Vets for our work helping veterans transition; SECAF Award of Excellence finalist;
Victory Military Friendly Brand;
Virginia Values Veterans (V3);
Cystic…