Technology Service Center Analyst II
About The Position
The Technology Service Center Analyst II delivers advanced technical support—both remote and onsite—to small and medium-sized businesses. Serving as a key escalation point, this role focuses on resolving complex issues across Windows 11 environments, Windows Server systems, client–server applications, network infrastructure, and cloud platforms. This position plays a vital role in maintaining a secure, stable, and high-performing IT environment while also mentoring junior technicians and contributing to continuous service improvement initiatives. The ideal candidate is a proactive problem solver with strong communication skills and the ability to efficiently resolve technical challenges while supporting team development.
Requirements
- 3+ years supporting Microsoft desktop environments (strong Windows 11 expertise)
- Experience with Windows Server troubleshooting (services, logs, roles, performance)
- Understanding of client–server environments and troubleshooting
- Strong networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs)
- Experience with Active Directory and Group Policy
- Experience with Microsoft 365 and Azure administration
- Familiarity with network hardware (routers, switches, firewalls, WAPs)
- Strong analytical and problem-solving abilities
- Ability to manage multiple priorities in a fast-paced environment
- Excellent communication and customer service skills
- Self-motivated with the ability to work independently and in a team
- Flexibility to participate in after-hours/on-call support
Nice To Haves
- Experience supporting macOS in mixed environments
Responsibilities
- Resolve escalated Help Desk tickets requiring Level 2 expertise
- Diagnose and troubleshoot complex Windows 11, application, and performance issues
- Support client–server applications (connectivity, authentication, dependencies)
- Install, configure, and maintain endpoints and peripherals (PCs, laptops, printers, VoIP devices, etc.)
- Troubleshoot Microsoft 365 application issues, sync errors, and user-level cloud problems
- Perform basic Windows Server troubleshooting (services, logs, performance, connectivity)
- Support file/print services and server-hosted applications
- Troubleshoot DNS, firewall rules, permissions, and service availability
- Escalate advanced server issues to senior engineering teams
- Administer Active Directory (users, groups, permissions, Group Policy)
- Troubleshoot authentication and access issues
- Assist with workstation imaging, deployment, and endpoint configuration
- Support patching, monitoring, and escalation-level server troubleshooting
- Troubleshoot routers, switches, firewalls, and wireless access points
- Diagnose TCP/IP, DNS, DHCP, VLAN, VPN, and connectivity issues
- Monitor system and network performance to identify risks proactively
- Support Microsoft 365, Azure AD, and cloud-based services
- Troubleshoot identity, licensing, and synchronization issues
- Document troubleshooting steps, root causes, and resolutions
- Contribute to SOPs and internal knowledge base improvements
- Mentor and support Level 1 technicians
- Collaborate with senior engineers on escalations
- Participate in on-call rotation as needed
- Assist with projects and additional technical initiatives
Benefits
- Competitive salary and benefits package
- Access to professional development and career growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
