IT Support Analyst II

TEKsystems•Bethesda, OH

1d•$30 - $45•Onsite

About The Position

The IT Support Analyst II (Service Desk) serves as a senior technical resource and escalation point for the Help Desk team. The role resolves complex end-user hardware, software, and operating system issues across Windows and macOS, investigates recurring disruptions through root cause analysis, and implements permanent fixes. It also leads small-scale service improvements, identifies opportunities to automate repetitive requests, and mentors junior analysts. The Analyst II leads Help Desk initiatives such as hardware refreshes, software rollouts, and office migrations; maintains the internal Knowledge Base; and supports peer training and technical interview standards. The role monitors Service Desk metrics, including SLA attainment and CSAT, and works with Security and DevOps to align service desk workflows with security policies and infrastructure changes.

Requirements

Tier 2 support experience and capability with advanced troubleshooting of hardware, software, and Windows/macOS operating systems.
Technical skills involving Intune, Jamf, Entra ID, Microsoft 365, Google Workspace, PowerShell, ITSM, Zendesk, Jira, automation, root cause analysis, executive support, documentation, hardware support, software deployment, ITIL, SLA, CSAT, and mentoring.

Nice To Haves

Expert-level experience using ticketing platforms such as Zendesk or Jira Service Management to track and prioritize work.
Ability to manage major incidents and coordinate communication between affected users and backend engineering teams.
Interest in creating clear, concise how-to guides for technical staff and non-technical end users.
Understanding of Service Desk KPIs, including Mean Time to Resolve, ticket deflection, and abandonment rates, and how to improve them.
A service-first mindset and the ability to remain composed and empathetic during high-pressure technical outages.
Expert knowledge of Active Directory/Entra ID, enterprise MDM platforms (Jamf and Intune), and Google Workspace/Microsoft 365 administration.

Responsibilities

Resolve complex Tier 2 hardware, software, and Windows/macOS operating system issues as the final escalation point.
Conduct root cause analysis of recurring service disruptions and implement permanent fixes, such as refining MDM profiles or patching software bugs.
Lead small-scale Help Desk projects, including hardware refresh cycles, software rollouts, and office migrations, and manage their technical execution to minimize user downtime.
Identify repetitive manual tasks and implement automation, such as self-service password resets and automated onboarding workflows, to improve first-contact resolution and reduce ticket volume.
Lead peer-to-peer training and maintain the internal Knowledge Base.
Assist in defining technical interview standards and mentor junior analysts to improve troubleshooting speed and accuracy.
Track and report Help Desk metrics, including SLA attainment and CSAT.
Collaborate with Security and DevOps to align service desk workflows with security policies and infrastructure changes.