Tier 2 Help Desk Analyst
About the job
- A bachelor's degree and at least 3 years of experience, or an associate's degree and at least 5 years of experience, or a high school education and at least 7 years of experience.
- Strong ability to troubleshoot Windows hardware and software issues.
- Experience deploying and imaging enterprise workstations in a managed IT environment.
- Proficiency with remote support and remote desktop tools.
- Strong written and verbal communication skills and a customer service focus.
- Ability to work independently and collaboratively within a team environment.
- Ability to follow established procedures and workflows.
- Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation, configuration, removal, and performance tuning.
- Image, reimage, and deploy enterprise workstations using Microsoft Endpoint Configuration Manager (SCCM) and approved task sequences.
- Support end users using approved remote assistance tools and in-person troubleshooting, resolving issues efficiently while maintaining security standards.
- Manage incidents and service requests, performing analysis, documentation, and resolution in accordance with defined processes.
- Perform root cause analysis to identify recurring issues and recommend corrective actions.
- Administer Active Directory tasks such as account management, group membership, and workstation domain support.
- Provide mobile device management support, including device provisioning, resets, and remote wiping.
- Deliver printer support, including setup, queue configuration, toner and parts replacement, and issue remediation.
- Support collaboration and productivity tools, including email, meeting rooms, video teleconferencing, user moves, and large data transfers.
- Accurately document work in CRM, ticketing, and ACD systems.
- Resolve customer issues by phone, at the customer service center, remotely, or at the customer's location.
- Escalate issues to the eBusiness team when a more detailed level of support is required.
- Consult with appropriate manufacturers when required, in coordination with the business.
- ITIL service management.
- Policy analysis.
- Workstation patching and testing.
- Desktop engineering.
- Release management.
- Knowledge management.
About the company
KeenLogic provides IT managed services with a focus on cloud infrastructure and big data, network engineering and administration, software engineering and development, and data center migration for federal and commercial clients. Its approach starts with consulting to understand each client’s mission and objectives, then assembling a tailored team of cloud, software, and network experts who hold necessary clearances and management experience. The company delivers an end-to-end technical strategy and executes projects on time and on budget, ensuring fast, integrated implementation. KeenLogic differentiates itself through its SDVOSB status, federal-area experience, and the ability to match the right specialists to each project’s mission criteria for rapid delivery. Its goal is to deploy highly qualified IT personnel to support national defense and other IT-intensive missions, delivering high-quality results for both government and commercial customers.
Company Size
1-10
Company Stage
N/A
Total Funding
N/A
Headquarters
Fredericksburg, Virginia
Founded
2012
Get referred to KeenLogic
See people who can refer or advise you
Simplify's Take
What believers are saying
- Mar. 2026 WHCA award extends revenue visibility through a five-year performance window.
- Aug. 2026 GSA MAS renewal runway runs from 2026 to 2036.
- LinkedIn Sept. 2026 shows 51-200 employees and 95% retention, supporting delivery stability.
What critics are saying
- Aug. 2026: DISA and VA drive 86% of obligations, creating brutal concentration.
- FY2025 had zero net obligations; FY2026 depends on lumpy federal award timing.
- A failed WHCA performance review destroys cleared-work credibility and future recompetes.
What makes KeenLogic unique
- Aug. 2026: KeenLogic pairs SDVOSB status with CMMI SVC/ML3 federal delivery.
- Mar. 2026: WHCA awarded KeenLogic a $34.6M broadcast and audiovisual contract.
- KeenLogic combines cloud, network, software, and creative services for federal missions.
Help us improve and share your feedback! Did you find this helpful?
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 401(k) Retirement Plan
- Flexible Work Hours
- Paid Vacation
- Paid Holidays
- Parental Leave