IT Support Analyst II

• Provide Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve Windows, Microsoft 365, email, VPN, and application‑related issues.
• Diagnose hardware, software, network, and connectivity problems.
• Support remote and onsite users across multiple locations.
• Escalate unresolved issues to Tier III support, engineering teams, or vendors as necessary.
• Manage incidents and service requests through the ITSM platform (e.g., Atlassian/Jira).
• Meet established SLA and KPI targets.
• Document troubleshooting steps, root causes, and resolutions.
• Prioritize support requests based on business impact and urgency.
• Create, modify, and disable user accounts and groups in Active Directory and Azure AD.
• Manage password resets, permissions, group memberships, and access requests.
• Support identity and access management processes.
• Support Microsoft 365 applications including Outlook, Teams, One Drive, SharePoint, Word, Excel, and PowerPoint.
• Assist with mailbox management, licensing, and user provisioning.
• Deploy, configure, and support desktop and laptop systems.
• Utilize endpoint management tools such as Microsoft Intune, SCCM/ME, Autopilot, and Lansweeper.
• Follow corporate cybersecurity policies and procedures.
• Support MFA enrollment and troubleshooting.
• Assist with endpoint security initiatives and vulnerability remediation.
• Report security incidents and potential risks.
• Participate in technology refreshes and hardware deployments.
• Support office moves, expansions, and onboarding initiatives.
• Assist with testing and implementation of new technologies.
• Contribute to process documentation and knowledge base articles.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Equivalent experience may be substituted for formal education.
• 3–5 years of IT support or help desk experience.
• Experience supporting Microsoft Windows environments.
• Experience with Microsoft 365 administration and troubleshooting.
• Experience with Active Directory and Azure AD.
• Experience with Mobile Device Management.
• Preferred
  
  Certifications:
  
  CompTIA A+, CompTIA Network+, Microsoft Certified:
  Modern Desktop Administrator Associate, ITIL Foundation, Microsoft 365 Certified Fundamentals.

Demonstrates expertise in providing Level 2 IT support, troubleshooting Microsoft 365 applications, and managing user accounts in Active Directory and Azure AD. Proficient in utilizing endpoint management tools and adhering to cybersecurity policies while meeting SLA and KPI targets.

• Level 2 IT Support
• Microsoft 365 Administration
• Active Directory Management
• Endpoint Management Tools
• ITIL Foundation Certification

• Troubleshooting
• Windows Support
• Mobile Device Management
• Incident Management
• User Provisioning
• Cybersecurity Policies
• Identity and Access Management
• Application Support
• Hardware Deployment
• Documentation

• Problem Solving
• Communication
• Prioritization
• Collaboration
• Customer Service

• CompTIA A+
• CompTIA Network+
• Microsoft Certified:
  Modern Desktop Administrator Associate
• Microsoft 365 Certified Fundamentals

• IT Support
• Help Desk
• Service Level Agreement
• Key Performance Indicator
• Technology Refresh

• Microsoft Intune
• SCCM/ME
• Atlassian/Jira
• VPN
• MFA