Information Technology Support Analyst

IT Service Desk Analyst II – Desktop Support & IT Infrastructure

Position Overview

We're seeking an experienced IT Service Desk Analyst II to provide technical support, troubleshoot complex IT issues, and assist with daily IT operations across office and distribution environments.

This is a hands-on, Level 2 IT support role focused on resolving escalated technical issues, managing user accounts, supporting Windows and macOS systems, and maintaining IT hardware and inventory.

The ideal candidate has strong experience with Microsoft 365, Active Directory, ITSM ticketing systems, and desktop troubleshooting , along with excellent customer service skills and the ability to independently resolve technical issues.

Key Responsibilities

• Provide Level 2 technical support , troubleshooting escalated hardware, software, and network issues.
• Support Windows and macOS operating systems , enterprise applications, and end-user devices.
• Administer Microsoft 365, Exchange Online, and Active Directory , including user accounts, permissions, and access management.
• Manage incidents and service requests through ServiceNow, Jira, ServiceDesk Plus, Freshdesk , or similar ITSM platforms.
• Install, configure, deploy, and maintain laptops, desktops, printers, mobile devices, and peripherals .
• Troubleshoot connectivity issues involving LAN, Wi-Fi, VPN, and TCP/IP .
• Support new employee onboarding, workstation setup, hardware deployments, and software installations.
• Maintain accurate IT asset inventory , including equipment tracking, procurement, and disposal.
• Collaborate with Infrastructure and Security teams to resolve complex issues and maintain IT security standards.
• Support IT projects involving system upgrades, migrations, and technology deployments.
• Provide end-user training and document troubleshooting procedures.

Required Qualifications

• 3+ years of experience in IT Support, Help Desk, Desktop Support, or Service Desk environments.
• High school diploma or GED.
• Strong troubleshooting experience with Windows, macOS, and Microsoft 365 .
• Hands-on experience with Active Directory, Exchange Online, and Microsoft 365 Admin Center .
• Experience using ITSM ticketing systems , such as ServiceNow, Jira, Freshdesk, or ServiceDesk Plus.
• Understanding of networking fundamentals , including TCP/IP, LAN, wireless networks, and VPNs.
• Experience supporting printers, mobile devices, desktops, laptops, and peripherals .
• Familiarity with IT asset management, inventory tracking, and hardware deployments .
• Strong customer service, communication, and problem-solving skills.
• Ability to independently troubleshoot technical issues and collaborate with cross-functional IT teams.

Preferred Qualifications

• Experience with Microsoft Azure, Entra ID, or Windows Autopilot .
• Knowledge of virtualization, backup and recovery, and IT security best practices .
• Experience supporting IT operations within distribution, warehouse, or corporate office environments .
• Certifications such as CompTIA A+, ITIL, or Microsoft 365 Certified .
• Experience participating in IT infrastructure projects, migrations, and system improvements.