IT Support Analyst II

Job Title

Job Description:

Essential Duties and Responsibilities:

Provide Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.

Troubleshoot and resolve Windows, Microsoft 365, email, VPN, and application-related issues.

Diagnose hardware, software, network, and connectivity problems.

Support remote and onsite users across multiple locations.

Escalate unresolved issues to Tier III support, engineering teams, or vendors as necessary.

Manage incidents and service requests through the ITSM platform (e.g., Atlassian/Jira)

Meet established SLA and KPI targets.

Document troubleshooting steps, root causes, and resolutions.

Prioritize support requests based on business impact and urgency.

Create, modify, and disable user accounts and groups in Active Directory and Azure AD.

Manage password resets, permissions, group memberships, and access requests.

Support identity and access management processes.

Support Microsoft 365 applications including:

• Outlook
• Teams
• OneDrive
• SharePoint
• Word, Excel, and PowerPoint

Assist with mailbox management, licensing, and user provisioning.

Deploy, configure, and support desktop and laptop systems.

Utilize endpoint management tools such as:

• Microsoft Intune
• SCCM/ME
• Autopilot
• Lansweeper

Follow corporate cybersecurity policies and procedures.

Support MFA enrollment and troubleshooting.

Assist with endpoint security initiatives and vulnerability remediation.

Report security incidents and potential risks.

Participate in technology refreshes and hardware deployments.

Support office moves, expansions, and onboarding initiatives.

Assist with testing and implementation of new technologies.

Contribute to process documentation and knowledge base articles.

First-call resolution rate.

SLA compliance.

Customer satisfaction (CSAT).

Ticket backlog management.

Mean Time to Resolution (MTTR).

Knowledge article contributions.

Education and Experience:

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.

Equivalent experience may be substituted for formal education.

3–5 years of IT support or help desk experience.

Experience supporting Microsoft Windows environments.

Experience with Microsoft 365 administration and troubleshooting.

Experience with Active Directory and Azure AD.

Experience with Mobile Device Management.

Preferred Certifications:

CompTIA A+.

CompTIA Network+.

Microsoft Certified: Modern Desktop Administrator Associate.

ITIL Foundation.

Microsoft 365 Certified Fundamentals.

Skills and Abilities:

Excellent customer service and communication skills.

Strong analytical and troubleshooting abilities.

Ability to manage multiple priorities simultaneously.

Strong documentation and organizational skills.

Ability to work independently and within a team environment.

Technical Skills:

Windows 11.

Microsoft 365.

Active Directory.

Azure Active Directory / Entra ID.

Microsoft Intune.

TCP/IP networking fundamentals.

Remote support tools (TeamViewer).

Atlassian/Jira or similar ITSM platforms.

Pentagon ERP.

Lansweeper IT Asset Management.

If you would like to see your career take flight, apply today!

Aersale is an Equal Opportunity Employer. The company prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, general identity, national origin, or for inquiring about, discussing, or disclosing information about compensation. As a Government Contractor Aersale takes affirmative action to employ and advance in employment individuals without regard to disability or veteran status. If you are an Individual with Disability and require any assistance with the application process please contact Human Resources.