Tier 2 Desktop Support Analyst

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, drive to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and positively impact our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and effective solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

IT Concepts seeks an experienced and highly motivated Tier 2 Desktop Support Analyst to join our on-site IT Managed Service Desk team. The ideal candidate will have a strong background in desktop support, excellent problem-solving skills, and a deep understanding of ServiceNow and Finesse. In this role, you will provide technical support and assistance to end-users and ensure a smooth and efficient operation of the IT infrastructure at the Department of Commerce.

Responsibilities:

• 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.

Location: On-site at the DOC office in 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.
• Must be a US citizen and able to pass a background check for security clearance.

Benefits

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 maximize 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 who 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 | Northern 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 Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer a competitive benefits package that includes paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. 

We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or engage in other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes a commitment to continuous professional development. 

We work hard, we play hard. ITC is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We appreciate your commitment to building a positive workspace for you to be creative, innovative, and happy.

AAEO & VEVRAA

ITC is an Affirmative Action/Equal Opportunity employer and a VEVRAA (Vietnam Era Veterans' Readjustment Assistance Act) Federal Contractor. As such, any personnel decisions (hire, promotion, job status, etc.) on applicants and employees are based on merit, qualifications, competence, and business needs, not on race, color, citizenship status, national origin, ancestry, sexual orientation, gender identity, age, religion, creed, physical or mental disability, pregnancy, childbirth or related medical condition, genetic information of the employee or family member of the employee, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.

ITC is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, ITC has established an affirmative action plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to IT Concept Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.”  Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to be considered for a position.  If you need alternative application methods, please email [email protected] and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email [email protected].  

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