Hiring: Customer Service Analyst, Tier 2 Company: Executive 1 Holding Company, LLC Location: McLean, VA Job Posted Time: 2026-09-16 11:36:43 Employment Type: Remote About the job Required Skills: •Provide second-level, customer-facing support for incidents and service requests received by telephone, web, email, chat, and in-person walk-up •Troubleshoot and resolve incidents and service requests escalated to Tier 2 •Accurately document all incidents, service requests, troubleshooting activities, and resolutions •Provide deskside support when remote assistance is not possible or effective •Prepare, issue, and configure new or loaner IT equipment for end users •Ship IT equipment to remote locations as needed •Work onsite daily with the government customer and HumanTouch leadership •Work an eight-hour shift scheduled between 6:00 a.m. and 7:00 p.m., Monday through Friday Qualifications: •Excellent customer service, communication, and problem-solving skills •Broad understanding of the relationship between computer hardware, operating systems, and software applications •Demonstrated capacity to troubleshoot and support end-user technology, including laptops, docking stations, conference room equipment, network and personal printers, wireless devices, monitors, mobile devices, and peripheral equipment •High school diploma or GED •Eligibility for a Public Trust •Demonstrated capacity to successfully complete a SAMHSA drug screening •Previous experience supporting an IT help desk as a Tier 1 or Tier 2 Service Desk Technician, Customer Service Analyst, or in a similar technical support role •Previous experience working as a federal contractor or federal employee Compensation: •Medical, dental, and vision coverage Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!