Service Desk Analyst II

A Family of Brands•Somerset, NJ

4d•Onsite

About The Position

Great Day Improvements is hiring an IT Service Desk Analyst II based at the Leafguard corporate location in Somerset, New Jersey. This fully on-site role works Monday through Friday and supports enterprise Service Desk operations across the organization. The Analyst II provides advanced technical support, resolves complex and escalated incidents, and helps improve Service Desk operations. The role emphasizes hands-on troubleshooting across Windows, Microsoft 365, hardware, software, and enterprise systems; identifying root causes; and delivering durable solutions. As a key escalation point for Tier I, the Analyst takes ownership of challenging issues, maintains ticket quality, and supports team development through documentation, knowledge sharing, and mentorship. The role also contributes to process improvements, tool optimization, and efficient service delivery. Great Day Improvements, LLC is a vertically integrated, direct-to-consumer home improvement company headquartered in Twinsburg, Ohio. It has more than 4,000 employees across 130 metropolitan markets and a family of brands that includes Patio Enclosures, Champion Windows and Home Exteriors, Universal Windows Direct, Leafguard, and Englert.

Requirements

Strong hands-on experience providing Tier II desktop, service desk, or technical support in a corporate environment, with the ability to troubleshoot complex issues independently from diagnosis through resolution.
Working knowledge of Windows operating systems, Microsoft 365 (Outlook, Teams, OneDrive, and SharePoint), Active Directory, and Microsoft Entra ID, including user account management, access permissions, authentication, and troubleshooting.
Ability to diagnose and resolve complex hardware, software, application, device performance, and connectivity issues using a logical, systematic approach.
Ability to identify root causes, research unfamiliar problems, and implement lasting solutions.
Experience installing, configuring, deploying, and supporting desktops, laptops, mobile devices, printers, scanners, conferencing equipment, and peripherals.
Familiarity with endpoint management, imaging, software deployment, patching, and device security tools such as Intune, SCCM, NinjaOne, SentinelOne, or similar platforms.
Working knowledge of LAN/WAN, Wi-Fi, VPN, IP addressing, and network troubleshooting, including identifying and isolating connectivity issues across users, devices, applications, and networks.
Experience using IT service management (ITSM) platforms and remote support tools to manage incidents, escalations, and service requests.
Ability to prioritize competing issues based on business impact, maintain accurate documentation, and meet service-level agreements (SLAs).
Ability to take ownership of technical issues, follow through to resolution, communicate progress, learn from mistakes, and proactively identify process improvements and ways to reduce recurring incidents.
Strong customer service, communication, and teamwork skills, including explaining technical issues to non-technical users, collaborating with IT teams, and supporting Tier I analysts through troubleshooting guidance and knowledge sharing.

Nice To Haves

Three to five or more years of hands-on IT support experience, ideally including Tier II/III support, enterprise desktop support, or exposure to systems administration and infrastructure technologies.
Experience administering Microsoft 365, Active Directory, Entra ID, Intune, Group Policy, MFA, Conditional Access, or related identity and endpoint security technologies.
Experience with PowerShell scripting, automation, software packaging, device provisioning, asset lifecycle management, hardware refreshes, or technical improvement projects.
Experience creating knowledge-base documentation, mentoring junior technicians, improving ticketing workflows, supporting ITIL-aligned processes, or identifying opportunities to improve service delivery.
An associate or bachelor's degree in Information Technology or a related field, or equivalent experience.
CompTIA A+, Network+, Microsoft certifications, or equivalent credentials.

Responsibilities

Own complex and escalated incidents and service requests from Tier I through resolution, including issues affecting multiple users, systems, or locations.
Assess and adjust ticket priority and urgency based on business impact, proactively manage at-risk work, and maintain SLA compliance.
Ensure escalated tickets include complete diagnostic information and meet quality standards; return incomplete tickets and coach Tier I analysts on ticket handling and escalation practices.
Communicate status, business impact, and expected resolution timelines to users and stakeholders during extended or high-visibility incidents.
Troubleshoot Windows, Microsoft 365, enterprise applications, endpoint software, hardware, peripherals, mobile devices, connectivity, device configuration, compatibility, and performance issues.
Diagnose issues involving dependencies across devices, applications, networks, and enterprise systems, including undocumented issues requiring judgment beyond standard procedures.
Conduct root-cause analysis for recurring or high-impact incidents, identify patterns and systemic issues, document findings, and contribute to long-term solutions that reduce repeat incidents and ticket volume.
Partner with Tier I analysts to improve fixes and guidance, and provide diagnostic context to Systems, Network, Security, Application, and Problem Management teams.
Install, configure, support, and troubleshoot desktops, laptops, mobile devices, printers, scanners, conferencing equipment, peripherals, and specialized device setups through remote and on-site support.
Support endpoint management, including imaging, configuration enforcement, patch management, update compliance, software deployment and packaging, monitoring, and performance validation.
Manage device lifecycles, including provisioning, configuration, upgrades, refreshes, repairs, warranty coordination, decommissioning, and secure disposal.
Ensure devices meet security and configuration standards before deployment, maintain accurate asset records, reconcile physical inventory with asset systems, and support deployment and refresh initiatives.
Triage endpoint-related security alerts with Security teams and support remediation of vulnerable, non-compliant, or unhealthy devices.
Follow and reinforce ITIL-aligned incident, request, escalation, and documentation processes, maintaining complete records that support audit readiness.
Promote consistent Service Desk standards across tiers and contribute to a structured, standardized support environment.
Create, maintain, and improve knowledge base articles covering complex resolutions, new or undocumented issues, workarounds, and known errors.
Translate technical resolutions into clear, repeatable guidance that improves Tier I troubleshooting, documentation, diagnostic quality, and escalation decisions.
Mentor Tier I analysts, share troubleshooting techniques and best practices, and clarify technical issues and processes.
Handle escalated and high-impact user interactions professionally and empathetically; explain technical issues in clear language, set realistic expectations, and provide timely updates through resolution.
Collaborate with Infrastructure, Network, Security, Application, and other IT teams as a liaison for escalated incidents and coordinated major-incident response.
Identify inefficiencies in Service Desk processes, workflows, tools, and ticket structures, and contribute to automation, ITSM improvements, reporting enhancements, and endpoint-management optimization.
Support continuous improvement initiatives that strengthen service quality, increase efficiency, improve customer experience, and reduce unnecessary escalations.