IT Help Desk Analyst II

Unlimited Service Group•Lexington, SC

13d•Hybrid

About The Position

Unlimited Service Group is a high quality, locally focused commercial kitchen field service operation with a worldwide genuine OEM restaurant equipment parts distribution sister business. With 41 brands and over 135 locations across North America, Unlimited Service Group is driven by its mission to change industry standards by developing innovations solutions to support our customer and manufacturer partners. Dedicated to providing the highest quality parts, service, and customer experience, we take pride is assisting our customers in a personalized, friendly, and safety-focused manner that ensures every experience is an exceptional one. With a people-centered company culture, we are serious about growing and expanding and are looking for people who want to do the same! This role will work a hybrid schedule.

Requirements

Associate Degree in Information Technology or a related field, or an equivalent combination of education and professional experience.
Minimum of three (3) years of Information Technology service desk, desktop, or end-user technology experience.
Experience working with Microsoft-based desktop and cloud environments.
Experience troubleshooting Microsoft 365, Windows systems, end-user devices, and network connectivity.
Experience assisting on-site and remote employees.

Nice To Haves

Microsoft 365 Certified: Modern Desktop Administrator Associate or a similar certification.
Experience with Active Directory and Microsoft Entra ID user management.
Experience with Microsoft Intune, Meraki Systems Manager, or another Mobile Device Management platform.
Experience creating technical documentation, knowledge articles, and workflow documentation.
Experience assisting with Apple devices and hybrid work environments.

Responsibilities

Provide advanced technical support for hardware, software, Microsoft 365, Windows, enterprise applications, and end-user devices while delivering excellent customer service.
Serve as the primary escalation point for complex technical issues, performing troubleshooting, root-cause analysis, and timely incident resolution.
Support the administration of Microsoft 365, Active Directory, Microsoft Entra ID, user accounts, access permissions, and cloud-based technologies.
Coordinate device lifecycle management, including deployment, imaging, configuration, software installations, upgrades, patching, and routine system maintenance.
Maintain accurate IT documentation, knowledge articles, service records, and collaborate with vendors to improve service delivery and operational efficiency.
Assist with IT asset management, endpoint security, technology projects, and continuous improvement initiatives to enhance system performance and reliability.