Service Desk Analyst II

Great Day Improvements: A Family of Brands•Franklin Township, NJ

4d•$26 - $34•Onsite

About The Position

Great Day Improvements is hiring an IT Service Desk Analyst II for a fully on-site position at its Leafguard corporate location in Somerset, New Jersey. The selected candidate will be employed by Great Day Improvements and support enterprise Service Desk operations across the organization. The role pays $26.00–$34.00 per hour, with actual compensation varying based on experience, qualifications, and demonstrated skills. The Analyst II provides advanced technical support, resolves complex and escalated incidents, and helps improve Service Desk operations. The position involves hands-on troubleshooting across Windows, Microsoft 365, hardware, software, and enterprise systems, with an emphasis on root-cause analysis and durable solutions. As an escalation point for Tier I, the Analyst takes ownership of challenging issues, ensures ticket quality, and supports team development through documentation, knowledge sharing, and mentorship. The role also contributes to process improvements, tool optimization, and more efficient service delivery. Great Day Improvements is a vertically integrated, direct-to-consumer home improvement company headquartered in Twinsburg, Ohio. Its brands include Patio Enclosures, Champion Windows and Home Exteriors, Universal Windows Direct, Leafguard, and Englert. The company reports more than 4,000 employees across 130 metropolitan markets in the United States.

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, SharePoint), Active Directory, and Microsoft Entra ID, including account management, permissions, authentication, and troubleshooting.
Ability to diagnose and resolve complex hardware, software, application, device performance, and connectivity issues systematically; 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 with IT service management platforms and remote support tools for managing incidents, escalations, and service requests.
Ability to prioritize competing issues based on business impact, maintain accurate documentation, and meet service-level agreements.
Demonstrated ownership of technical issues, follow-through to resolution, progress communication, learning from mistakes, and proactive identification of process improvements and recurring issues.
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 improving service delivery.
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 contain 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 spanning devices, applications, networks, and enterprise systems, including undocumented problems requiring independent judgment.
Conduct root-cause analysis for recurring or high-impact incidents, identify patterns and systemic issues, document findings, and contribute to long-term solutions.
Partner with Tier I analysts to improve troubleshooting 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 lifecycle activities, 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, and support large-scale deployments and refreshes.
Triage endpoint-related security alerts with Security teams and assist with remediation of vulnerable, non-compliant, or unhealthy devices.
Follow and reinforce ITIL-aligned incident, request, escalation, and documentation processes, maintaining records that support audit readiness.
Promote consistent Service Desk standards and contribute to a structured, standardized support environment.
Create, maintain, and improve knowledge-base articles for complex resolutions, new or undocumented issues, workarounds, and known errors.
Turn technical resolutions into 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 and process questions.
Handle escalated and high-impact user interactions professionally and empathetically; explain technical issues in accessible language, set 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, efficiency, customer experience, and reduce unnecessary escalations.