Service Desk Analyst II

Job description

Job Description NetImpact Strategies has an opportunity for a Service Desk Analyst II to provide advanced technical support within a federal IT Service Desk environment. This role serves as the second-tier escalation point for complex incidents and service requests that require deeper technical troubleshooting and systems knowledge. The Service Desk Analyst II works closely with Tier I analysts, engineers, and government stakeholders to ensure timely resolution of issues, adherence to Service Level Agreements (SLAs), and delivery of exceptional customer service in a hybrid (on-premises and cloud) IT environment; this position is hybrid in Arlington, VA. Responsibilities: - Serve as Tier II escalation support for complex hardware, software, network, and application issues - Troubleshoot and resolve advanced incidents that cannot be resolved at Tier I - Analyze system configurations, identify root causes, and implement effective technical solutions - Collaborate with Tier III engineers and specialized support teams for high-impact or enterprise-level issues - Monitor and manage assigned ticket queues to ensure SLA compliance - Provide detailed technical documentation of troubleshooti...