Service Desk Analyst II

Overview

Great Day Improvements - IT Service Desk Analyst II (Somerset, NJ)

Work Location

Somerset, NJ. This is a fully on-site position, M-F

Position Note

This is a Great Day Improvements position based at the Leafguard corporate location in Somerset, NJ. The selected candidate will be employed by Great Day Improvements and support enterprise Service Desk operations across the organization.

Pay Range

$26.00-$34.00 per hour. Actual compensation will vary based on the candidate's experience, qualifications, and demonstrated skills.

Company Overview

Since its founding 13 years ago, Great Day Improvements, LLC has grown rapidly toward its vision of becoming one of the largest home improvement companies in the U.S. Headquartered in Twinsburg, Ohio, Great Day Improvements is a $1.5 billion, vertically integrated, direct-to-consumer provider of premium home improvement products.

The company's family of brands includes Patio Enclosures®, Champion Windows and Home Exteriors®, Universal Windows Direct®, Leafguard®, and Englert®.

With an expanding workforce of over 4,000 employees across 130 metropolitan markets throughout the U.S., Great Day Improvements continues to rank among the top home improvement companies nationwide and is one of the fastest growing private companies in America.

Summary

The IT Service Desk Analyst II provides advanced technical support, resolves complex and escalated incidents, and helps improve overall Service Desk operations. This role requires strong hands‑on troubleshooting skills across Windows, Microsoft 365, hardware, software, and enterprise systems, with an emphasis on identifying root causes and delivering long‑term solutions.

Serving as a key escalation point for Tier I, the Analyst II takes ownership of challenging technical issues, ensures ticket quality, and supports team development through knowledge sharing, documentation, and mentorship. The role also contributes to process improvements, tool optimization, and more efficient service delivery.

The ideal candidate is technically versatile, resourceful, and accountable, with strong problem‑solving and communication skills, a customer‑focused mindset, and a genuine interest in continuous learning and technical growth.

Responsibilities Escalated Incident and Service Request Management

• Own complex and escalated incidents and service requests from Tier I through resolution, including issues affecting multiple users, systems, or locations.
• Assess and adjust ticket priority and urgency based on business impact, proactively manage at‑risk work, and maintain SLA compliance.
• Ensure escalated tickets include complete diagnostic information and meet established quality standards; return incomplete tickets and coach Tier I analysts on proper ticket handling and escalation practices.
• Communicate status, business impact, and expected resolution timelines clearly to users and stakeholders during extended or high‑visibility incidents.

Advanced Troubleshooting and Root‑Cause Resolution

• Perform advanced troubleshooting across Windows operating systems, Microsoft 365, enterprise applications, endpoint software, hardware, peripherals, mobile devices, connectivity, device configuration, compatibility issues, and performance degradation.
• Diagnose issues involving dependencies across devices, applications, networks, and enterprise systems, including undocumented issues or situations requiring judgment beyond standard procedures.
• Conduct structured root‑cause analysis for recurring or high‑impact incidents, identify patterns and systemic issues, document findings, and contribute to long‑term solutions that reduce repeat incidents and overall ticket volume.
• Partner with Tier I analysts to improve fixes and guidance, and provide detailed diagnostic…