Customer Service Analyst, Tier 2

HUMAN TOUCH LLC•Arlington, VA

1d•$40,000 - $60,000•Onsite

About The Position

HumanTouch is seeking an experienced IT Support Specialist to provide high-level technical support in a professional, customer‑focused environment. This role delivers desk-side, remote, and phone-based support to attorneys, staff, and government customers. The ideal candidate is a problem-solver with strong communication skills and the ability to work effectively in a fast-paced environment.

Requirements

Tier 2 Customer Service Technicians should possess excellent customer service skills, problem-solving skills, and a broad understanding of the relationships between hardware and software applications.
Must have the ability to support and troubleshoot end-user IT equipment such as laptops and docking stations, conference room equipment, network and personal printers, wireless devices, computer monitors, mobile devices, and assorted peripheral devices.
High School Diploma or GED.
2–4 years of IT desktop support experience in a professional environment
Authorized to work in the United States
Ability to pass a Moderate Background Investigation
Ability to pass a SAMHSA Drug Screening test

Nice To Haves

CompTIA A+ certification or CompTIA Security+ certification
Working knowledge of Active Directory, ticketing systems, and basic networking (LAN/WAN/Wi‑Fi)
Experience supporting AV systems and virtual meeting platforms such as Teams, WebEx, and Zoom
Ability to manage competing priorities in a fast-paced environment
Experience working as a federal contractor or employee

Responsibilities

Serve as an escalation point for the Support Desk and ensure timely resolution of issues within SLA guidelines
Configure, deploy, maintain, and troubleshoot end user devices including laptops, desktops, tablets, mobile phones, printers, and IP-based phones
Support audio visual and video conferencing systems for conference rooms and multi-office meetings
Assist with Active Directory user account maintenance and basic systems administration
Must have the ability to support and troubleshoot end-user IT equipment such as laptops and docking stations, conference room equipment, network and personal printers, wireless devices, computer monitors, mobile devices, and assorted peripheral devices.
Maintain accurate inventory records and support equipment distribution, including off site coordination
Collaborate with IT teams across the organization and provide remote hands support for other technical groups
Document and report all incidents and service requests accurately
Resolve Tier 2 incidents received via phone, web, walk up, chat, and email
Provide desk side assistance when remote troubleshooting is insufficient
Issue, configure, and ship new or loaner IT equipment to end users, including remote locations
Work on-site daily with government customers and IT leadership
Work an 8-hour shift between the hours of 6 AM and 7 PM, Monday through Friday