IT Support Analyst II
About The Position
The IT Support Analyst II (Service Desk) serves as the Help Desk team’s senior technical anchor and escalation point for Tier 1 technicians. The role resolves complex end-user hardware, software, and operating system issues across Windows and macOS, and leads small-scale service improvements. The Analyst analyzes service patterns, performs root cause analysis, automates repetitive requests, and mentors junior staff to improve the Service Desk’s technical capabilities. The position also leads small Help Desk projects, including hardware refreshes, software rollouts, and office migrations; maintains internal documentation and knowledge resources; and monitors service metrics such as SLA attainment and CSAT. The Analyst collaborates with Security and DevOps to align Service Desk workflows with security policies and infrastructure changes. This is a contract-to-hire role based fully onsite in Bethesda, Maryland. The hourly pay range is $30.00–$45.00. The position is described as intermediate level and requires at least two years of progressive Help Desk or Service Desk experience.
Requirements
- At least 2 years of progressive Help Desk or Service Desk experience, specifically progressing from high-volume Tier 1 support to complex Tier 2/3 problem-solving.
- Skills and experience with Tier 2 support, Windows, macOS, Intune, Jamf, Entra ID, Microsoft 365, and Google Workspace.
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.
- Service-first mindset, with composure and empathy during high-pressure technical outages.
- Expert knowledge of Active Directory/Entra ID, enterprise MDM (Jamf and Intune), and Google Workspace/Microsoft 365 administration.
Responsibilities
- Serve as the final escalation point for complex hardware, software, and Windows/macOS operating system issues.
- Conduct root cause analysis of recurring service disruptions and implement permanent fixes, such as refining MDM profiles or addressing global software bugs.
- Lead small-scale Help Desk initiatives, including hardware refresh cycles, software rollouts, and office migrations; break projects into actionable tasks and manage 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 sessions and maintain the internal Knowledge Base.
- Help define technical interview standards for the Help Desk and mentor junior analysts to improve troubleshooting speed and accuracy.
- Track and report Help Desk metrics, including SLA attainment and CSAT.
- Partner with Security and DevOps to ensure Service Desk workflows align with company security policies and infrastructure changes.
Benefits
- Medical, dental, and vision coverage (eligibility requirements apply).
- Critical Illness, Accident, and Hospital coverage (eligibility requirements apply).
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available (eligibility requirements apply).
- Voluntary life insurance and AD&D coverage for employees and dependents (eligibility requirements apply).
- Short- and long-term disability coverage (eligibility requirements apply).
- Health Spending Account (HSA) (eligibility requirements apply).
- Transportation benefits (eligibility requirements apply).
- Employee Assistance Program (eligibility requirements apply).
- Time off/leave, including PTO, vacation, or sick leave (eligibility requirements apply).
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
