Support Analyst II

Job Purpose

The Support Analyst II provides intermediate technical support within Exigo’s managed services division and serves as an escalation resource for Tier 1 support teams. This position assists front‑line analysts and works directly with client IT contacts and end users to diagnose, troubleshoot, document, resolve, and escape technical issues across user accounts, endpoints, Microsoft 365, common business applications, remote access, cloud services, basic infrastructure, and network connectivity.

The ideal candidate is customer‑focused, analytical, dependable, and organized, with the ability to manage multiple priorities, communicate clearly, research issues thoroughly, and maintain ownership of tickets through resolution or formal escalation.

• Role Level: Level 2 / intermediate service desk and escalation support
• Primary Focus:
  Resolving escalated tickets, supporting Tier 1 teams, documenting solutions, and coordinating next‑level resources
• Customer Interaction:
  Direct client IT team and user contact for troubleshooting, escalation, clarification, and follow‑up
• Internal Interaction:
  Works with Tier 1 analysts, service desk leadership, system administrators, engineers, vendors, vCIOs, and account teams
• Schedule:
  
  Rotational after‑hours, weekend, or holiday support may be required

• Identify, isolate, troubleshoot, and resolve Level 1 and Level 2 IT‑related issues.
• Assist Tier 1 support teams with user tickets and provide support directly to client IT teams when required.
• Log, categorize, prioritize, update, and track customer requests using the approved problem‑tracking or ticketing platform.
• Escalate problems to Tier 2, Tier 3, internal engineering teams, outside vendors, or client IT resources when additional expertise or authority is required.
• Follow up on assigned requests according to Service Level Agreements and internal service delivery expectations.
• Monitor Service Desk queues to ensure requests are logged correctly, documented clearly, prioritized appropriately, and handled within agreed time frames.

• Provide intermediate support for Microsoft productivity applications including Outlook, Word, Excel, PowerPoint, Project, Publisher, Visio, Teams, One Drive, SharePoint, and related Microsoft 365 applications, Windows 11, basic macOS administration, desktop applications, antivirus/security tools, and remote support utilities.
• Provide first‑level hardware support for servers, laptops, desktops, tablets/notepads, mobile phones, printers, and peripheral devices.
• Troubleshoot user profile issues, mapped drives, file share access, print queue problems, remote access, browser issues, application access, and common endpoint problems.
• Analyze and, when appropriate, reproduce reported issues and document the steps required to reproduce, troubleshoot, and resolve them.

• Administer user accounts according to established standards and procedures, including creating new users, disabling or deleting users, and supporting account changes.
• Administer user profiles, including group access, file share access, mailbox access, remote access, and application access based on approved requests.
• Administer user passwords, including assigning temporary passwords and resetting passwords according to security standards.
• Provide second‑level support for Microsoft Exchange, Microsoft 365, and Google Workspace administration functions, including user creation and password resets based on approved procedures.
• Document all account, access, password, and administrative actions clearly in the ticketing system.

• Use remote support, monitoring, and endpoint management tools such as Connect Wise, Autotask, DATTO RMM, Solar Winds, Microsoft SCCM, Microsoft Intune, or similar platforms to investigate and resolve issues.
• Monitor server and application availability and proactively alert internal teams or service providers to critical conditions requiring immediate resolution.
• Provide first‑level support for firewall, antivirus, endpoint security,…