IT Support Analyst II

As an IT Support Analyst II, you will be responsible for providing Tier 2 technical support and take ownership of resolving more complex incidents. This intermediate-level position is suitable for candidates with proven experience in IT support and a desire to take on more responsibilities.

• Advanced Technical Support:
• Provide second-level technical support for complex issues related to hardware, software, and network systems.
• Troubleshoot and resolve incidents raised by Level I support
• Assist end-users with software installations, upgrades, and patch management.
• Ensure efficient resolution of issues within agreed service level agreements (SLAs).
• System Administration and Monitoring:
• Perform system administration tasks, including account creation, access management, and file permissions.
• Collaborate with other IT teams to ensure smooth operations of servers, networks, and other critical systems.
• Ticket Management:
• Manage tickets in the IT service management system, ensuring timely updates and closure within SLAs.
• Prioritize and categorize incidents and requests to ensure appropriate resource allocation.
• Document solutions to recurring problems in the knowledge base for future reference.
• Collaboration and Escalation:
• Collaborate with other IT teams for the resolution of complex technical issues.
• Escalate issues to vendors or higher-level support teams when necessary.
• Serve as a mentor to junior IT staff by providing guidance, training, and troubleshooting support.
• Project Participation:
• Assist with IT projects such as system rollouts, hardware and software upgrades, and migrations.
• Participate in testing new systems, applications, or updates, ensuring they function correctly before deployment.
• Support business continuity plans, and disaster recovery efforts as needed.
• Security and Compliance:
• Ensure compliance with company IT policies, procedures, and security protocols.
• Assist in identifying security risks and implementing necessary controls to mitigate them.
• Support regular audits and contribute to implementing recommendations for improving system security.
• Client Communication and Support:
• Provide professional and courteous support to all users, ensuring issues are addressed with a high degree of customer satisfaction.
• Communicate clearly with non-technical users to help them understand technical issues and solutions.
• Conduct user training sessions on new systems and software when needed.
• Reporting and Documentation:
• Maintain detailed documentation of all technical issues, solutions, and workarounds.
• Provide feedback and suggestions to improve processes and increase the efficiency of the IT support team.

• Technical Expertise:
• Strong knowledge of ChromeOS, Windows and macOS environments, including user account management, patching, and updates.
• Proficiency in troubleshooting and configuring networking equipment (e.g., routers, switches, firewalls, VPN).
• Experience with Entra/AzureADmanagement, including user accounts, group policies, and permissions.
• Knowledge in Microsoft 365 administration, including email, SharePoint, and OneDrive.
• Familiarity with virtualization platforms (VMware, Hyper-V) and cloud environments (Azure, AWS) is a plus.
• Experience with backup and recovery systems, as well as disaster recovery protocols.
• Problem-Solving and Analytical Skills:
• Ability to diagnose and resolve complex technical issues independently.
• Strong analytical and troubleshooting skills with attention to detail.
• Capability to work under pressure and manage multiple issues simultaneously.
• Customer Service Skills:
• Excellent verbal and written communication skills, with the ability to explain technical issues to non- technical users.
• A strong customer service orientation and the ability to maintain a positive attitude under pressure.
• Collaboration and Teamwork:
• Ability to collaborate with other IT staff and departments to resolve issues and complete projects.
• Strong interpersonal skills and the ability to mentor and guide junior staff.
• Ability to work independently while being a proactive team player.
• Project Management and Organization:
• Strong organizational skills with the ability to prioritize tasks and manage time efficiently.
• Experience in supporting IT projects, including planning, coordination, and implementation.
• Security Awareness:
• Understanding of cybersecurity principles, including secure networking practices, encryption, and data protection.
• Knowledge of compliance requirements related to IT systems and security (e.g., GDPR, HIPAA).

• Education:
• Bachelor’s degree in Information Technology, Computer Science, or related field
• Certifications (Desired):
• CompTIA A+ or Network+
• Microsoft/Azure Certification
• ITIL Foundation Certification
• Experience:
• Minimum of 2 years of experience in an IT support or help desk environment, with at least one year in a Level II support role.
• Proven experience in troubleshooting and resolving hardware, software, and networking issues.
• Experience in supporting enterprise environments, including handling escalated and complex support requests.
• Prior experience working with IT service management systems (e.g., SolarWinds Service Desk, ServiceNow, Jira, Zendesk) is a plus.