Technology Service Center Analyst II

** Technology Service Center Analyst II
**** Advanced Windows 11, Windows Server & Infrastructure Support
**** Position Summary
** The
** Technology Service Center Analyst II
** delivers advanced technical support—both remote and onsite—to small and medium-sized businesses. Serving as a key escalation point, this role focuses on resolving complex issues across Windows 11 environments, Windows Server systems, client–server applications, network infrastructure, and cloud platforms.

This position plays a vital role in maintaining a secure, stable, and high-performing IT environment while also mentoring junior technicians and contributing to continuous service improvement initiatives.

The ideal candidate is a proactive problem solver with strong communication skills and the ability to efficiently resolve technical challenges while supporting team development.
** Key Responsibilities
**** Advanced Desktop, Application & Device Support
*** Resolve escalated Help Desk tickets requiring Level 2 expertise
* Diagnose and troubleshoot complex Windows 11, application, and performance issues
* Support client–server applications (connectivity, authentication, dependencies)
* Install, configure, and maintain endpoints and peripherals (PCs, laptops, printers, VoIP devices, etc.)
* Troubleshoot Microsoft 365 application issues, sync errors, and user-level cloud problems
** Windows Server & Client–Server Support
*** Perform basic Windows Server troubleshooting (services, logs, performance, connectivity)
* Support file/print services and server-hosted applications
* Troubleshoot DNS, firewall rules, permissions, and service availability
* Escalate advanced server issues to senior engineering teams
** Directory Services & System Administration
*** Administer Active Directory (users, groups, permissions, Group Policy)
* Troubleshoot authentication and access issues
* Assist with workstation imaging, deployment, and endpoint configuration
* Support patching, monitoring, and escalation-level server troubleshooting
** Network & Infrastructure Support
*** Troubleshoot routers, switches, firewalls, and wireless access points
* Diagnose TCP/IP, DNS, DHCP, VLAN, VPN, and connectivity issues
* Monitor system and network performance to identify risks proactively
** Cloud & Microsoft 365 Support
*** Support Microsoft 365, Azure AD, and cloud-based services
* Troubleshoot identity, licensing, and synchronization issues
** Documentation & Process Improvement
*** Document troubleshooting steps, root causes, and resolutions
* Contribute to SOPs and internal knowledge base improvements
** Team Collaboration & Mentorship
*** Mentor and support Level 1 technicians
* Collaborate with senior engineers on escalations
* Participate in on-call rotation as needed
* Assist with projects and additional technical initiatives
** Qualifications
* *** Technical Skills
*** 3+ years supporting Microsoft desktop environments (strong Windows 11 expertise)
* Experience with Windows Server troubleshooting (services, logs, roles, performance)
* Understanding of client–server environments and troubleshooting
* Strong networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs)
* Experience with Active Directory and Group Policy
* Experience with Microsoft 365 and Azure administration
* Familiarity with network hardware (routers, switches, firewalls, WAPs)
* Experience supporting macOS in mixed environments (preferred)
** Professional Skills
*** Strong analytical and problem-solving abilities
* Ability to manage multiple priorities in a fast-paced environment
* Excellent communication and customer service skills
* Self-motivated with the ability to work independently and in a team
* Flexibility to participate in after-hours/on-call support
** Preferred Certifications
*** CompTIA A+
* CompTIA Network+ (or equivalent)
** Why Join T-ROC?
** Opportunity to work with a dynamic team in a fast-paced, growth-oriented environment.  Access to professional development and career growth opportunities.  A collaborative and supportive work environment that values innovation and excellence.  Competitive salary and benefits package.
** Who is T-ROC?
** At T-ROC (The Revenue Optimization Companies), we blend innovation,…