ServiceDesk Analyst II
Listed on 2026-09-20
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IT/Tech
IT Support
Information Technology
Opportunity:
Service Desk Analyst II
iSuite L.L.C. is seeking a qualified professional to join our Information Technology team. iSuite is a business support services organization formed in 2023. The organization provides business development and pursuit, estimating, safety, accounting, human resources, information technology, marketing, and training services to clients within the Architecture, Engineering, Construction (A/E/C) industry.
This shared-services company supports the IMI business units and provides a uniform, employee-based culture founded on our Support the Build mentality. This mentality aligns with our employee-owned company so that all personnel take an owner’s mindset approach to our business. iSuite is headquartered in Nashville, TN and has branches in Granite City, IL, Chesterfield, MO and Charlotte, NC.
We are currently looking for a Service Desk Analyst II to join our Information Technology team located at our headquarters in Granite City, IL
. Our ideal candidate for a Service Desk Analyst II i s someone who has 3+
years of experience and isa Tier 2 technical resource, owning escalations from the Tier 1 team and resolving complex hardware, software, networking, identity, and endpoint issues independently. The role also owns conference room and audio-visual technology across IMI and its affiliated companies (icon Mechanical, iENG Design, eagle Controls) — keeping meeting spaces reliable and standardized and supporting executive, customer-facing, and all-hands events.
responsibilities for iSuite ’s Service Desk Analyst II include:
Serve as the primary escalation point for Tier 1 analysts; own escalated tickets end to end while meeting SLA for response, fix, and customer satisfaction
Perform advanced troubleshooting across Windows endpoints, Microsoft 365 (Exchange Online, SharePoint, Teams), Active Directory / Entra , Intune, and networking (DNS, DHCP, VPN, Wi-Fi)
Administer accounts, groups, licenses, and access requests in Active Directory, Entra , and Microsoft 365 admin centers, including complex onboarding, offboarding, and privileged terminations
Image, deploy, and configure workstations, mobile devices, and peripherals via Autopilot and Intune
Document all work in HaloPSA; coordinate with vendors on warranty claims and technical escalations
Own day-to-day support and operational readiness of all conference, huddle, and training rooms across IMI and affiliate sites — displays, cameras, microphones, speakers, control panels, and presentation switching
Administer Microsoft Teams Rooms: device enrollment, resource accounts and room mailboxes, booking behavior, firmware and application updates, and health monitoring
Run proactive room readiness checks on a defined schedule, and provide white-glove support for executive, board, customer-facing, and all-hands meetings — dry runs beforehand and standby during the event
Support Microsoft Teams live events, town halls, and webinars, including presenter coordination, audio and video routing, and recording
Troubleshoot AV signal flow end to end — HDMI and USB-C, wireless presentation, video switching, wall plates, in-room cabling, and the network and PoE dependencies of AV endpoints
Maintain and enforce a standard room design by room tier; document each room's configuration and keep the AV asset, warranty, and lifecycle inventory current
Coordinate with AV integrators, low-voltage contractors, and Facilities on new room builds, moves, and remodels, validating installations against the IMI standard
Support shop-floor and production-area displays and digital signage; train users and executive assistants on room usage and maintain in-room quick-reference guides
Mentor and coach Tier 1 analysts through…
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