IT Support Analyst - Level 2

Job Description

Job Description

We are looking for an IT Support Analyst - Level 2 to provide dependable technical support for a service-focused organization in Naples, Florida. This contract-to-permanent opportunity is ideal for a detail-oriented individual who can resolve complex infrastructure, endpoint, and access-related issues across both on-premises and cloud environments. The role requires strong communication, sound technical judgment, and the ability to investigate recurring problems to deliver lasting solutions.

Responsibilities:
• Deliver advanced technical support for desktops, laptops, mobile devices, servers, and related systems in both local and cloud-based environments.
• Diagnose escalated hardware, software, network, and operating system issues, identify underlying causes, and implement effective long-term fixes.
• Administer and support authentication and access technologies, including multi-factor authentication and federation services across enterprise platforms.
• Configure, deploy, and maintain user devices and enterprise technologies such as Microsoft systems, Apple devices, Android platforms, Citrix solutions, and Cisco-based tools.
• Manage account access, directory services, and system configurations, including support for Active Directory and related user administration tasks.
• Create and update technical documentation, support procedures, reports, and knowledge base materials to improve service consistency.
• Partner with internal teams to support infrastructure improvements, system rollouts, and configuration management activities.
• Contribute to structured project delivery by working within Agile-based environments and supporting technical implementations as needed.

• At least 1 year of hands-on experience supporting a specialized technology area such as infrastructure, networking, storage, servers, security, Windows, or Linux across on-premises and cloud resources OR recently CompTIA certified

• Experience working with networks and operating systems in an enterprise support setting.

• Practical experience implementing or managing multi-factor authentication platforms and federation services in business environments.

• Strong verbal and written communication skills with the ability to prepare clear documentation, correspondence, and procedural materials.

• Demonstrated troubleshooting ability with a focus on root cause analysis and resolution of broader systemic issues.

• Ability to apply logical and analytical thinking to a wide range of technical and operational challenges.

• Experience working in Agile environments or supporting teams that use Agile methodologies.

• Must hold at least three of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Cloud+, or Apple Certified Support Engineer