Tier 2 Desktop Support Analyst

Company: Kentro Estelle iLab
Location: Washington
Posted on: May 4, 2025

Job Description:

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. Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. 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 for a Tier 2 Desktop Support Analyst to support the Departmentof 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.Salary Range: 65,000-70,000. 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 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.Clearance:
    • Candidates must possess an active secret security clearance.The CompanyWe 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 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 RecognitionGrowth - 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 AwardBenefitsWe offer competitive benefits package including 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 other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.We work hard; we play hard. Kentro 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 believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.Commitment Equal Opportunity Employment & VEVRAAKentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.Kentro 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, Kentro has established an equal opportunity 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 ApplyTo apply to Kentro 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 Kentro to consider you for a position. If you need alternative application methods, please email and request assistance.AccommodationsTo 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 .#LI-SH1
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Keywords: Kentro Estelle iLab, Washington DC , Tier 2 Desktop Support Analyst, Professions , Washington, DC