IT Support Analyst II
About The Position
The IT Support Analyst Level 2 provides advanced technical support to end users, resolving escalated incidents and service requests beyond Level 1 capabilities. The role is an escalation point responsible for root cause analysis and implementing solutions across hardware, software, and network environments while meeting established SLAs. The analyst supports Windows and macOS devices, enterprise applications and administration tools, endpoint management platforms, conference room AV equipment, printers, and peripherals. The role also handles end-user equipment lifecycle activities, incident and service request queues, documentation, escalation coordination, and VIP/executive support. This position is on-site during standard business hours and requires the ability to lift and transport IT equipment weighing up to 50 lbs.
Requirements
- 2–4 years of experience in an IT support or helpdesk environment.
- Strong working knowledge of Windows 10/11 and macOS platforms.
- Experience with Active Directory, Azure AD, and Microsoft 365 administration, including Exchange Online, SharePoint, OneDrive, and Teams.
- Familiarity with the ITIL framework and incident, problem, and change management processes.
- Proficiency with ServiceNow for incident, request, and change management.
- Experience with endpoint management tools such as SCCM, Intune, and JAMF, and with remote support tools.
- Working knowledge of Microsoft Teams and Zoom administration and troubleshooting.
- Strong analytical and problem-solving skills, including the ability to perform root cause analysis.
- Strong verbal and written communication skills and a customer-service orientation.
- Ability to lift and transport IT equipment weighing up to 50 lbs.
Nice To Haves
- ITIL v4 Foundation certification.
- CompTIA A+, Network+, or equivalent certifications.
- Jamf Certified Associate or Jamf Certified Tech certification.
- Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent certification.
- Experience supporting VPN, network printing, and enterprise wireless environments.
- Familiarity with scripting, such as PowerShell or Bash, for task automation.
- Experience in a manufacturing, semiconductor, or enterprise corporate environment.
Responsibilities
- Receive and resolve escalated Level 1 incidents, diagnosing complex hardware, software, networking, and application issues.
- Troubleshoot Windows and macOS platforms, including operating-system diagnostics, driver conflicts, and system performance issues.
- Administer and support Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms such as SCCM, Intune, and JAMF.
- Perform IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment.
- Manage and prioritize incident and service request queues in ServiceNow, meeting SLA response and resolution targets.
- Support conference room AV equipment, including Teams Rooms and Zoom Rooms, as well as printers and peripheral devices.
- Document resolutions, update knowledge base articles, and contribute to standard operating procedures.
- Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required.
- Participate in asset lifecycle management, including imaging, deployment, tracking, and decommissioning.
- Provide VIP/executive support as needed, ensuring high-touch service delivery.
- Identify recurring issues and recommend process improvements or automation opportunities.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
