Spider Strategies
We make Spider Impact, powerful strategy planning, execution, and management software for all organizations.
Job Title: Service Desk Analyst (Tier 2)
Location: 100% Remote, must be located within the United States
Spider Strategies, Inc., a leading provider of IT services, is seeking highly motivated and customer-focused Service Desk Analysts (Tier 2) to join our dynamic team. The ideal candidate will possess a unique blend of technical aptitude, exceptional communication skills, and a passion for delivering outstanding support to our valued end-users. This position is in support of our U.S. Army customer and is a 100% remote position.
Candidates must currently hold a U.S. Government SECRET clearance or higherClearance and background checks will be performed for this role
Key Responsibilities:
- Provide Tier 2 technical support to end-users via phone, email, and chat
- Automate manual processes through shell scripts, PL/SQL, AI, or other technical capabilities
- Troubleshoot and resolve basic hardware, software, and networking issues
- Document support requests, troubleshooting steps, and resolutions accurately and thoroughly
- Escalate complex issues to higher-level support teams when necessary
- Collaborate with team members and other IT staff to ensure timely resolution of user issues
- Continuously update knowledge of emerging technologies and adapt to changes in procedures or software
Required Qualifications:
- Associates Degree or Bachelors degree in computer science, information technology, or similar
- Minimum of four (4) years of experience in a service desk or help desk setting, preferably within HQDA or equivalent Service Headquarters or DoD level
- Basic understanding of computer hardware, software, and networking concepts
- Experience with Microsoft Server Integration Services (SSIS), SQL Server Reporting Services (SSRS), and Web Services Management (IIS 10 & .NET 4)
- Familiarity with Windows and macOS operating systems, and Microsoft Office suite
- Excellent communication and interpersonal skills, with a strong focus on customer service
- Ability to analyze problems, follow predefined troubleshooting procedures, and escalate issues when necessary
- Detail-oriented, with strong documentation skills
- Ability to multitask and prioritize effectively in a fast-paced environment
- CompTIA Security+ Certification (Your CompTIA certificate number will be requested and verified)
- Active U.S. government SECRET clearance or higher
Preferred Qualifications:
- Experience with DSAID (Defense Sexual Assault Incident Database) and managing user access and data quality at the military service level
- Experience with the Army Strategic Management System (SMS)
- Experience creating communications, developing, and delivering training (telephone coaching, face-to-face, and virtual) to diverse audiences
- Professional certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Technician Associate
- Demonstrated empathy, patience, and composure when dealing with frustrated end-users
Why Join Spider Strategies, Inc.? At Spider Strategies, Inc., we value our employees and offer a supportive, collaborative work environment. As a member of our Government Services team, you will have the opportunity to grow your technical skills, contribute to the success of our clients, and advance your career in IT support.
Please apply via LinkedIn. Candidates must possess an active U.S. government SECRET clearance or higher to be considered for this position.
Spider Strategies, Inc. is an Equal Opportunity Employer and actively encourages applications from diverse backgrounds.