Analyst Support IT II

Family & Children's Services Career Center•Tulsa, OK

6d•Onsite

About The Position

The Support Services Analyst II is responsible for Tier 2 advanced desk-side computer hardware, software, and network support. This role serves as a key escalation point for complex technical problems and ensures smooth IT operations by mentoring analyst I's. This is a fully onsite position requiring a physical presence at agency locations to facilitate hardware deployment, advanced troubleshooting, and face-to-face user assistance.

Requirements

Must be a high school graduate or have HS equivalent
3+ Years of level I or II technical/service based experience required.
Experience with ticketing systems.
Experience in delivering ITIL Service Desk objectives in a service management capacity.
Experience in installing, maintaining, and supporting enterprise IT equipment and software.
Onsite Presence: Availability to work onsite at designated agency locations during standard business hours.
Advanced Technical Depth: In-depth understanding of operating systems (Windows, MacOS) and networking concepts (TCP/IP, DNS, DHCP, VPNs, firewalls).
Documentation Skills: Strong technical writing skills with the ability to translate complex technical processes into clear, actionable instructions for both IT staff and end-users.
Problem Solving: Strong analytical skills to diagnose complex technical problems under high-pressure situations.
Communication: Excellent interpersonal and communication skills for interacting with both non-technical staff and specialized IT engineering teams.
Initiative: Ability to work independently, handle critical IT incidents, and take initiative on IT infrastructure improvements.
Must possess a valid Driver License and satisfactory driving record to use agency and/or personal automobile to travel to locations other than primary office.

Nice To Haves

Bachelor's degree preferred

Responsibilities

Provide advanced troubleshooting and resolution for complex hardware, software, and network issues, including escalations from Support Services Analyst
Collaborate with IT Engineering and vendors to resolve enterprise-level technical problems.
Create and maintain technical documentation, including SOPs, knowledge base articles, and configuration guides.
Mentor IT support analysts, balance workloads, and assist with skill development.
Align service desk workflows with ITIL v4 principles and implement process improvements.
Ensure end-user devices are secure, compliant, and provisioned accurately and on time.
Deliver training on core IT systems (e.g., Microsoft 365) and monitor workstation health.
Lead special projects and coordinate priorities with the Manager of IT Support Services.
Generate service desk performance reports and manage support requests via FreshService and remote tools.
Maintain organized IT labs and oversee computer testing and training environments.
Research and recommend new hardware and software solutions for agency adoption.