Desktop Support Analyst

The 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 CompTIA A+, Network+, or equivalent certifications 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 Equal Employment Opportunity Statement Intelliswift celebrates a diverse and inclusive workforce. We offer equal employment opportunities to all applicants and employees. All qualified applicants will be considered regardless of race, color, sex, gender identity, gender expressions, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other protected basis under the law. Americans with Disabilities Act (ADA) If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact Intelliswift Human Resources Department Other Employment Statements Intelliswift participates in the E-Verify program. Learn More For information on Intelliswift Software, Inc., visit our website at #J-18808-Ljbffr Intelliswift - An LTTS Company