Tier II Help Desk Analyst

About the role

KeenLogic is looking for a self‑motivated Tier II Help Desk Analyst to provide on‑site and remote support for Intel‑based PCs, Apple workstations, and custom business applications in Alexandria, VA. The role involves diagnosing and resolving workstation issues, installing and configuring software, and collaborating with the eBusiness team when deeper expertise is required.

Key responsibilities

• Provide Tier II hardware and application support, including diagnosis, remediation, password resets, and performance tuning.
• Image, re‑image, and deploy enterprise workstations using Microsoft Endpoint Configuration Manager (SCCM).
• Support end users via approved remote assistance tools and in‑person troubleshooting while maintaining security standards.
• Manage incidents and service requests, documenting analysis and resolution in CRM, ticketing, and ACD systems.
• Perform root‑cause analysis and recommend corrective actions for recurring issues.
• Administer Active Directory tasks such as account management and group membership.
• Provide mobile device management, printer support, and collaboration tool assistance (email, video conferencing, meeting rooms).

Required profile

• Bachelor’s degree with 3+ years of relevant experience, or equivalent combination of education and experience.
• Strong customer‑service orientation with excellent written and verbal communication skills.
• Ability to work independently and as part of a collaborative team.

Required skills

• Windows hardware and software troubleshooting.
• Microsoft Endpoint Configuration Manager (SCCM) imaging.
• Remote support and remote desktop tools.
• Active Directory administration.
• Mobile device management (provisioning, resets, remote wipe).
• Printer configuration and troubleshooting.
• Collaboration tools: email, video teleconferencing, meeting‑room systems.
• Experience with CRM, ticketing, and ACD systems.
• Familiarity with ITIL Service Management concepts (desired).