Service Desk Analyst II

Help Desk / Service Desk Support Analyst II

Provides advanced Tier-2 technical support within a K–12 public school district environment for teachers, administrators, support staff, students, and families. This role is responsible for resolving escalated incidents, performing advanced troubleshooting, supporting district-wide technology systems, and serving as a technical escalation point for Tier-1 support staff.

The Tier 2 Analyst supports complex technical environments including end-user computing, classroom technology, identity management, networking, audio-visual systems, and instructional applications. This position requires strong technical expertise, analytical problem-solving skills, operational awareness, and the ability to collaborate across multiple technical and instructional teams.

Key Responsibilities

• Provide Tier-2 technical support for escalated incidents, service requests, and operational issues
• Troubleshoot and resolve complex hardware, software, account, classroom technology, connectivity, and application-related issues
• Serve as an escalation point and technical resource for Tier-1 support staff
• Utilize advanced troubleshooting methodologies to diagnose root causes and implement sustainable solutions
• Support district end-user computing environments, instructional technology platforms, audio-visual systems, and enterprise applications
• Perform advanced support for Microsoft 365, Google Workspace, identity management, Single Sign-On (SSO), Student Information Systems (SIS), and endpoint technologies
• Collaborate with infrastructure, cybersecurity, networking, systems administration, and application support teams
• Monitor recurring incidents and participate in problem management and operational improvement activities
• Develop, maintain, and review technical documentation, troubleshooting procedures, and knowledgebase articles
• Participate in district technology deployments, upgrades, migrations, and operational projects
• Assist with onboarding, mentoring, and technical guidance for Tier-1 support staff
• Support district communication and incident response activities during outages or critical incidents
• Ensure compliance with district cybersecurity, audit, data privacy, and operational standards
• Participate in support swarming, cross-functional troubleshooting, and operational review meetings
• Identify automation opportunities and recommend process improvements to improve efficiency and service quality

Key Skills & Qualifications

• Strong technical troubleshooting and analytical problem-solving abilities
• Advanced customer service and communication skills
• Ability to communicate technical concepts effectively to technical and non-technical audiences
• Experience supporting enterprise technology environments and escalated support operations
• Ability to prioritize and manage multiple complex incidents simultaneously
• Strong documentation, organizational, and operational process skills
• Ability to mentor junior support staff and contribute to team development
• Strong understanding of incident management, escalation management, and operational support practices
• Awareness of cybersecurity principles, identity management, and data privacy standards
• Ability to collaborate effectively across technical teams, vendors, instructional staff, and district leadership

Experience

• Minimum 5-10 years of experience in Help Desk, Service Desk, Desktop Support, Endpoint Support, or advanced technical support roles required
• Experience supporting K–12 education, public sector, enterprise, or large-scale support environments preferred
• Experience supporting classroom technology, instructional systems, and enterprise collaboration platforms highly desirable
• Experience participating in technology projects, deployments, or operational improvement initiatives preferred

Technical Requirements

• Advanced experience with IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent
• Strong experience supporting Windows devices, Microsoft 365, Google Workspace, and endpoint technologies
• Experience with remote support tools, endpoint management systems, and device troubleshooting
• Working knowledge of networking concepts including TCP/IP, DNS, DHCP, wireless connectivity, and VPN support
• Experience supporting identity management, Active Directory, Azure AD/Entra ID, Single Sign-On (SSO), and account provisioning
• Familiarity with Student Information Systems (SIS), instructional applications, and classroom technologies preferred
• Experience supporting printers, copiers, audio-visual systems, and conferencing technologies
• Understanding of problem management, change management, and operational support processes
• Proficiency with Microsoft Office Suite, Teams, SharePoint, and collaboration platforms
• Ability to maintain audit-compliant support documentation and operational records

Operational Expectations

• Expected to resolve escalated technical issues efficiently while maintaining high customer service standards
• Must maintain detailed and accurate technical documentation and ticket histories
• Expected to follow district operational, cybersecurity, and compliance procedures consistently
• Supports continuous improvement initiatives, knowledge management, and process optimization efforts
• Expected to contribute to operational reporting, service quality improvements, and issue trend analysis
• Must maintain professionalism, confidentiality, and accountability while supporting district systems and users
• May participate in after-hours support, emergency response activities, district technology initiatives, and operational project work as required

Location Requirements

Candidate must be local or willing to commute or relocate. - Candidate Must Be Local

Additional Location Details (City, State) : - Atlanta, GA

Background Verification

Upon candidate selection: - APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps.

Agency Certification(s)

Please read and understand the following statement carefully: - I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee.