IT Operations Analyst II (Service Desk Lead)

OTJ Architects•Washington, DC

7d•$75,000 - $85,000•Hybrid

About The Position

The Service Desk Lead and IT Operations Analyst is responsible for day-to-day IT support operations and escalation management, ensuring a responsive, high-quality technology experience for employees. This role serves as the primary Level 2 escalation point, while also providing hands-on technical ownership of endpoint management, Microsoft 365, and identity/access processes. This is a doer-Leader role, balancing technical execution, operational ownership, and mentoring of team members without direct people management responsibilities.

Requirements

3+ years of IT support or service desk experience
Strong experience with Microsoft 365 administration
Strong experience with Endpoint/device management, including Intune
Strong experience with Identity and access management
Strong experience supporting Autodesk, Adobe Creative Cloud, Bluebeam, or other AEC-industry applications
Experience acting as an escalation point (Level 2 or senior support)
Prior experience mentoring or supporting junior staff
Strong communication skills and customer-service mindset
Must be a U.S. citizen

Nice To Haves

Preferred IT experience at an Architectural, Design, Engineering or Construction firm

Responsibilities

Act as the primary escalation point for Level 1 service desk issues
Troubleshoot and resolve complex hardware, software, and access issues
Monitor ticket queues, prioritize work, and ensure SLAs are met
Assist with reporting on ticket trends, SLA performance, and operational health indicators
Identify recurring problems and drive root cause resolution
Maintain and improve knowledge base and support documentation
Provide day-to-day guidance, mentoring, and support to IT support staff
Assist with onboarding, training, and quality control of service desk work
Reinforce strong customer service standards across the IT team
Own endpoint management (laptops, devices, lifecycle management)
Coordinate endpoint patching, operating system updates, application updates, and compliance reporting
Monitor device health and proactively remediate systems falling out of compliance
Support and maintain Microsoft 365 (Teams, Outlook, SharePoint, OneDrive)
Troubleshoot user environment issues to ensure productivity and uptime
Manage user provisioning and deprovisioning
Maintain access controls, permissions, and role-based access
Partner with IT leadership to ensure security and compliance standards
Coordinate and execute employee onboarding activities to ensure consistent Day 1 experience
Provision and deploy laptops, peripherals, software, and access for new hires
Manage employee transfers, equipment refreshes, and role changes
Execute offboarding activities, including account deactivation, access removal, and equipment recovery
Maintain accurate hardware and software asset inventories
Manage asset assignment, warranty tracking, refresh planning, and retirement processes
Partner closely with HR to improve lifecycle workflows
Standardize and improve IT processes and workflows
Develop clear documentation and operating procedures
Support small IT infrastructure and workplace technology projects