IT Support Analyst II

Window Nation • Fulton, MD

1d

About The Position

The IT Support Analyst II serves as an escalation point from Tier 1 support and is responsible for diagnosing and resolving complex technical issues across hardware, software, and network environments. This role requires a deeper level of technical expertise and independent problem-solving, with the ability to mentor junior staff, manage endpoint infrastructure, and collaborate with Tier 3 on escalated incidents.

Requirements

• 3–5 years of hands-on IT support experience, with at least 1–2 years at a Tier 2 level
• Associate degree or higher in Computer Science, Information Technology, or a related field
• 3+ years of experience with user account management in Microsoft Entra ID / Azure Active Directory
• 2+ years of hands-on experience with VOIP system administration (Five9, Webex, or similar)
• Experience managing Microsoft 365 environment including Exchange Online, Teams, and SharePoint

Nice To Haves

• Experience with ITSM platforms such as ServiceDesk Plus, ServiceNow, or similar
• Familiarity with Microsoft Azure services and administration
• Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)

Responsibilities

• Resolve remote and local Service Desk issues such as password resets, hardware malfunctions, application functionality, etc.
• Analyze and identify trends in issue reporting on the ticket queues; suggest preventive solutions
• Managing devices in Intune
• Creating Distribution and Distribution Groups in O365
• Create documentation related to processes and procedures
• Provide daily support for applications, mobile devices, desktops, laptops, printers/scanners/copiers, wired and wireless network connections
• Support IT asset management initiatives
• Perform issue troubleshooting and identify resolution
• Manage VOIP system administration (Five9):
• Provision and deprovision of user accounts
• Assign phone numbers and station IDs
• Configure and troubleshoot Five9 softphone on user workstations
• Escalate unresolved issues with Tier III or Team Lead.
• Update the tickets daily

Benefits

• Growth is Everything at Window Nation
• Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences.
• All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees