HumanTouch, LLC is seeking a customer-focused Customer Service Analyst, Tier 2 to provide onsite IT support for a federal government customer. In this role, you will troubleshoot and resolve escalated technical issues, assist users through multiple support channels, and provide hands-on deskside support when needed. The ideal candidate combines strong technical troubleshooting abilities with clear communication, sound judgment, and a commitment to delivering a positive customer experience. Responsibilities 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 Provide support and coverage to the Tier 1 Call Center when needed Required Qualifications Excellent customer service, communication, and problem-solving skills Broad understanding of the relationship between computer hardware, operating systems, and software applications Ability 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 Ability to successfully complete a SAMHSA drug screening Preferred Qualifications 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 Benefits Medical, dental, and vision coverage 401(k) matching Paid time off