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NTT DATA Logo NTT DATA · IT - Administration

Tier 2 Help Desk Analyst

United States, Alexandria · Job Posted January 25, 2026
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Job Description

The Tier 2 Help Desk Analyst provides advanced technical support to users in a federal government environment. This role requires in-depth knowledge of IT systems and applications, as well as strong analytical and problem-solving skills. The analyst will handle complex issues escalated from Tier 1, providing deskside support, remote support, and on-site support at customer locations.

Job Responsibility

  • Provide advanced technical support for workstation issues, including diagnosis, remediation, application installation/configuration/removal, and performance analysis/tuning
  • Respond to escalated tickets from Tier 1 and provide timely and effective resolution
  • Perform deskside support, remote support, and on-site support at customer locations
  • Image and re-image workstations
  • Escalate complex issues to the eBusiness team as needed and consult with manufacturers for specialized support
  • Manage mobile devices, including provisioning, resetting, and remote wiping
  • Provide printer support, including setup, toner/parts replacement, queue setup, and diagnosis/remediation
  • Perform root cause analysis for recurring issues
  • Manage Active Directory accounts and permissions
  • Provide support for email, meeting rooms, video teleconferencing, moves, and large data moves
  • Maintain accurate documentation of all incidents and requests
  • Adhere to all security policies and procedures
  • Diagnosis and remediation of hardware and software issues, password resets, application installation/configuration/removal, performance tuning

Requirements

  • Bachelor's degree
  • Education Equivalency: Associate's degree and 3 years of experience or High School Diploma and 7 years of experience
  • Minimum 1 year of professional experience
  • Ability to obtain a Public Trust Clearance

Nice to have

  • CompTIA A+ and Network+ certifications
  • ITIL v4 Foundation certification
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