What are the responsibilities and job description for the Customer Service Analyst, Tier 2 position at HUMAN TOUCH LLC?
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
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Provide second-level, customer-facing support for incidents and service requests received by telephone, web, email, chat, and in-person walk-up
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Troubleshoot and resolve incidents and service requests escalated to Tier 2
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Accurately document all incidents, service requests, troubleshooting activities, and resolutions
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Provide deskside support when remote assistance is not possible or effective
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Prepare, issue, and configure new or loaner IT equipment for end users
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Ship IT equipment to remote locations as needed
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Work onsite daily with the government customer and HumanTouch leadership
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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
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Excellent customer service, communication, and problem-solving skills
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Broad understanding of the relationship between computer hardware, operating systems, and software applications
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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
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High school diploma or GED
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Eligibility for a Public Trust
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Ability to successfully complete a SAMHSA drug screening
Preferred Qualifications
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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
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Previous experience working as a federal contractor or federal employee
Benefits
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Medical, dental, and vision coverage
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401(k) matching
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Paid time off
Salary : $45,000 - $60,000