IT Support Analyst II

CBTS•Cincinnati, OH

1d•Onsite

About The Position

The IT Support Analyst II provides intermediate-level technical support to end users across an organization. This role involves diagnosing and resolving hardware, software, and network issues, offering guidance, and ensuring seamless IT operations. The IT Support Analyst II also plays a key role in identifying recurring issues and implementing solutions to improve system performance.

Requirements

Bachelor’s degree required, MBA or other relevant advanced degree is often preferred.
2-4 years of experience in IT support, or related role.
Proficiency in Windows, macOS, and Linux operating systems.
Experience with Active Directory, Office 365, and remote desktop tools.
Knowledge of networking protocols (TCP/IP, DNS, DHCP) and VPN technologies.
Familiarity with IT service management tools (e.g., ServiceNow, JIRA).
Strong communication and interpersonal skills.
Ability to work independently and in a team environment.
Problem-solving mindset with attention to detail.

Nice To Haves

CompTIA A+, Network+, or Security+
Microsoft 365 Certified: Modern Desktop Administrator
ITIL Foundation certification preferred

Responsibilities

Provide second-tier support for hardware, software, and network-related issues.
Troubleshoot and resolve escalated incidents from Level 1 support.
Ensure timely resolution of tickets within SLA parameters.
Perform installations, configurations, and updates of operating systems, software applications, and hardware.
Assist with routine maintenance tasks, including updates and patches.
Develop user guides and deliver training for common technical issues and new systems.
Document solutions and contribute to the knowledge base.
Identify trends in reported issues and recommend improvements.
Collaborate with cross-functional teams to address root causes of complex problems.
Assist with VPN, LAN, and Wi-Fi connectivity issues.
Ensure compliance with IT security policies, including managing antivirus and system encryption.
Maintain inventory of IT assets, including hardware and software licenses.
Ensure proper deployment and tracking of IT resources.