IT Service Analyst II

Capital Health (US)•Lawrenceville, GA

7d•$28 - $37

About The Position

The IT Service Analyst 2 provides advanced technical support via phone, email, and chat, assisting end-users with complex hardware, software, enterprise application, network, and telecom issues. This role is responsible for handling Tier 2 escalations, collaborating with higher-tier IT teams, and mentoring junior analysts to improve service efficiency.

Requirements

Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience in IT support roles may be considered.
3–5 years of experience in IT service desk, remote technical support, or troubleshooting enterprise applications.
CompTIA A+ (must be obtained within 6 months of hire).
Advanced understanding of Windows, macOS, and mobile operating systems (iOS/Android).
Strong troubleshooting skills for enterprise applications such as ERP (Lawson, OnBase), EHR (Cerner, Epic), and PACS.
In-depth knowledge of VoIP systems, telecom infrastructure, and softphone applications.
Ability to diagnose and resolve complex Active Directory, MFA, and user access management issues.
Familiarity with automation tools and AI-based self-service solutions.
Strong problem-solving abilities, escalation management, and customer service skills.

Nice To Haves

ITIL Foundation
Microsoft Modern Desktop Administrator
Network+

Responsibilities

Provides Tier 2 remote support for escalated service desk issues, ensuring efficient resolution.
Troubleshoots VoIP, softphone, and telecom-related issues.
Diagnoses and resolves enterprise application issues for EHR, ERP, and PACS systems.
Assists with software deployments, system updates, and security patches.
Supports user access requests in accordance with IT policies and procedures.
Assists with end user training for new IT systems and initiatives.
Documents solutions and contributes to the IT knowledge base.
Mentors IT Service Analyst 1 staff, providing training on advanced troubleshooting techniques.

Benefits

Medical Plan
Prescription drug coverage & In-House Employee Pharmacy
Dental Plan
Vision Plan
Flexible Spending Account (FSA) - Healthcare FSA - Dependent Care FSA
Retirement Savings and Investment Plan
Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
Disability Benefits – Long Term Disability (LTD)
Disability Benefits – Short Term Disability (STD)
Employee Assistance Program
Commuter Transit
Commuter Parking
Supplemental Life Insurance - Voluntary Life Spouse - Voluntary Life Employee - Voluntary Life Child
Voluntary Legal Services
Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
Voluntary Identity Theft Insurance
Voluntary Pet Insurance
Paid Time-Off Program