SUPPORT ANALYST II

SMART•Troy, MI

6d•Hybrid

About The Position

Under general supervision, the Support Analyst II is responsible for providing timely, effective, and user-focused technical support to ensure the continuity of business operations. This role functions as a Tier 2 support resource, responsible for advanced troubleshooting, issue escalation support, and resolving complex incidents that require deeper technical analysis.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field.
An equivalent combination of certifications and experience may be substituted for the minimum requirements.
Experience supporting and knowledge of Microsoft 365 and Windows-based environments.
Foundational knowledge of networking concepts such as TCP/IP, DNS, and DHCP.
Experience developing and delivering training modules.
Experience with hardware staging, deployment, and maintenance.
Experience with logging and routing in helpdesk/ticketing systems.
Experience with performing in-depth root cause analysis for recurring or high-impact incidents.
Strong customer service and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Ability to manage time and projects with minimal supervision.
Must be able to lift IT equipment.

Nice To Haves

3–5+ years of experience in Tier 1 or Tier 2 IT support, service desk operations, or systems administration.

Responsibilities

Serves as an escalated point of contact for IT-related issues via phone, email, and ticketing systems.
Track, document, and update incidents and service requests in the helpdesk system.
Communicate updates, resolutions, and follow-ups to ensure high user satisfaction.
Diagnose and resolve hardware, software, and connectivity issues.
Identify root causes to help prevent recurring issues.
Maintain IT inventory, warranties, and asset tracking systems.
Support enterprise systems, including Windows OS, Microsoft 365, printers, and business applications.
Provide user knowledge transfer and training as needed.
Create and maintain knowledge base articles, FAQs, and user guides.
Contribute to improving IT processes, workflows, and service delivery.
Programs, implements, and documents technical hardware staging and software installation.
Perform computer hardware and software maintenance as needed and instructed.
Provide remote and on-site support across multiple locations.
Participate in infrastructure technology enhancements and rollouts.
Support and assist with the Microsoft 365 environment as well as its applications.
Support board meetings, executive event setup, and live-streaming operations.
Assist with email security, spam filtering, and mailbox management.
Assist with employee onboarding and equipment training.
May be required to be on call 24/7, including after business hours, weekends, and holidays.
Performs other duties as assigned.