IT Support Analyst – Level 2

Job Summary

We are seeking an experienced IT Support Analyst – Level 2 to provide advanced technical support to end users in an enterprise IT environment. The ideal candidate will troubleshoot and resolve escalated hardware, software, application, and network issues while ensuring timely resolution in accordance with established Service Level Agreements (SLAs).

This role will serve as a key escalation point for Level 1 support, supporting Windows and macOS environments, Microsoft 365 applications, endpoint management tools, ServiceNow, and conference room technology. The successful candidate will have strong troubleshooting skills, a customer-focused approach, and the ability to deliver high-quality technical support.

Key Responsibilities

• Resolve escalated incidents and service requests involving hardware, software, networking, and enterprise applications.
  
• Troubleshoot Windows 10/11 and macOS issues, including operating system errors, driver conflicts, and system performance problems.
  
• Support Active Directory, Azure AD, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management tools.
  
• Perform IMAC/D activities, including installing, moving, adding, changing, and disposing of end-user computing equipment.
  
• Manage incident and service request queues in ServiceNow while meeting SLA response and resolution targets.
  
• Troubleshoot conference room AV systems, Teams Rooms, Zoom Rooms, printers, and peripheral devices.
  
• Document troubleshooting steps and resolutions, maintain knowledge base articles, and update standard operating procedures.
  
• Coordinate with Level 3 support teams, infrastructure groups, and vendors to resolve complex technical issues.
  
• Support hardware imaging, deployment, asset tracking, lifecycle management, and equipment decommissioning.
  
• Provide VIP and executive-level technical support when required.
  
• Identify recurring technical issues and recommend process improvements and automation opportunities.
  

Required Qualifications

• 2–4 years of experience in IT support, desktop support, or a helpdesk environment.
  
• Strong knowledge of Windows 10/11 and macOS operating systems.
  
• Experience supporting Active Directory, Azure AD, and Microsoft 365, including Exchange Online, SharePoint, OneDrive, and Teams.
  
• Hands-on experience using ServiceNow for incident and service request management.
  
• Familiarity with ITIL principles and incident, problem, and change management processes.
  
• Experience with endpoint management tools such as SCCM, Microsoft Intune, or Jamf.
  
• Experience troubleshooting Microsoft Teams, Zoom, VPN connectivity, printers, and end-user devices.
  
• Strong analytical, troubleshooting, and root cause analysis skills.
  

Qualifications

• ITIL v4 Foundation certification.
  
• CompTIA A+, Network+, or equivalent technical certification.
  
• Jamf Certified Associate or Jamf Certified Tech certification.
  
• Microsoft 365 or endpoint administration certification.
  
• Experience supporting enterprise wireless networks and network printing.
  
• Familiarity with PowerShell or Bash scripting for automation.
  
• Experience in manufacturing, semiconductor, or large enterprise IT environments.