IT Support Analyst

IT Support Analyst Level 2The IT Support Analyst Level 2 provides advanced technical support to end users, resolving escalated incidents and service requests that exceed Level 1 capabilities. This role serves as a critical escalation point, performing root cause analysis, implementing solutions across hardware, software, and network environments, and ensuring timely resolution in accordance with established SLAs.Key Responsibilities:Receive and resolve escalated incidents from Level 1 support, diagnosing complex hardware, software, networking, and application issues.Perform advanced troubleshooting of Windows and macOS platforms including OS-level diagnostics, driver conflicts, and system performance issues.Administer and support enterprise tools including Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms (e.g., SCCM, Intune, JAMF).Execute IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment.Manage and prioritize incident and service request queues within ServiceNow, ensuring adherence to SLA response and resolution targets.Support conference room AV equipment including Teams Rooms and Zoom Rooms, printers, and peripheral devices.Document resolutions, update knowledge base articles, and contribute to standard operating procedures.Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required.Participate in asset lifecycle management including imaging, deployment, tracking, and decommissioning.Provide VIP/executive support as needed, ensuring white-glove service delivery.Identify recurring issues and recommend process improvements or automation opportunities.Required Qualifications:2–4 years of experience in an IT support or helpdesk environment.Strong working knowledge of Windows 10/11 and macOS platforms.Experience with Active Directory, Azure AD, and Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams).Familiarity with ITIL framework and incident/problem/change management processes.Proficiency with ServiceNow for incident, request, and change management.Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools.Working knowledge of Microsoft Teams and Zoom administration and troubleshooting.Strong analytical and problem-solving skills with the ability to perform root cause analysis.Excellent written and verbal communication skills with a customer-service orientation.Preferred Qualifications:ITIL v4 Foundation certification.CompTIA A+, Network+, or equivalent certifications.Jamf Certified Associate or Jamf Certified Tech.Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent.Experience supporting VPN, network printing, and enterprise wireless environments.Familiarity with scripting (PowerShell, Bash) for task automation.Experience in a manufacturing, semiconductor, or enterprise corporate environment.Work Environment:On-site support during standard business hours. May require lifting and transporting IT equipment (up to 50 lbs).About us: At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.