IT Analyst II
About The Position
The IT Analyst II provides advanced technical support within Suffolk’s corporate Help Desk operations. As a senior technical contributor on the team, this role resolves complex issues, supports VIP users, leads small-scale deployments, and drives process improvements. The Analyst mentors junior team members, manages onboarding workflows, and plays a key role in improving service desk processes, documentation, and end-user experience. Success in this role requires strong troubleshooting skills, problem solving, customer service skills, and the ability to collaborate across IT teams.
Requirements
- Bachelor’s degree preferred or equivalent combination of education and relevant experience.
- 4–8 years of experience in IT support or related technical field.
- Expertise with Windows OS, Microsoft 365, Active Directory, MacOS is a plus.
- Proficiency in ServiceNow or similar ticketing platforms.
- Strong documentation and technical writing skills.
- Excellent interpersonal, customer service, and time management abilities.
- Demonstrated ability to work independently and autonomously while prioritizing multiple tasks in a fast-paced environment.
- Willingness to do occasional local travel as needed.
Responsibilities
- Provide hands-on and remote support for end users across Windows, MacOS and iOS devices.
- Serve as an escalation point for Tier 1 Help Desk staff and troubleshoot moderate to complex issues across hardware, software, and connectivity.
- Lead and support hardware/software deployments, including imaging, documentation, and device setup for corporate and jobsite teams.
- Execute weekly new hire setup and orientation, including account provisioning, equipment coordination, and user guidance.
- Document technical resolutions and contribute to internal knowledge base and training materials.
- Monitor ticket queues to identify trends and recommend process improvements or knowledge gaps.
- Mentor and support IT Analyst I team members, sharing technical knowledge and best practices.
- Collaborate with cross-functional IT teams to resolve complex incidents and ensure seamless service delivery.
- Recommend, create, and maintain SOPs that support operational excellence.
- Assist with application and platform support including O365, Mimecast, PowerApps, Lenel, and Okta.
- Provide occasional field support to our local job sites. This may include basic network troubleshooting, AV troubleshooting and Laptop support.
Benefits
- competitive salaries
- auto allowances and gas cards for certain roles
- access to market leading medical and emotional and mental health benefits
- dental, and vision insurance plans
- virtual care options for physical therapy and primary care
- generous paid time off
- 401k plan with employer match and access to expert financial resources
- company paid and voluntary life insurance
- tax deferred savings accounts
- 10 backup daycare days each year
- short- and long-term disability
- commuter benefits and more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
