Service Desk Analyst II

Overview

Great Day Improvements - IT Service Desk Analyst II (Onsite - Twinsburg, OH)

Location: Twinsburg, OH (Onsite)

Pay Range:$23.72–$33.00 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®, Apex Energy Solutions®, Stanek Windows®, Leafguard®, Englert®, and The Bath Authority.

With an expanding workforce of over 4,800 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 is responsible for resolving complex and escalated incidents, providing advanced technical support, and contributing to the stability and maturity of Service Desk operations. This role goes beyond initial troubleshooting to perform in-depth diagnostics, identify root causes, and drive issues toward permanent resolution.

The Analyst II serves as a key escalation point for Tier I, ensuring ticket quality, guiding troubleshooting approaches, and reducing unnecessary escalations through knowledge sharing and mentorship. This position also plays an active role in improving service delivery through knowledge management, process refinement, and tool optimization.

Success in this role requires strong technical capability, disciplined execution, and the ability to translate complex issues into clear, actionable solutions while maintaining a high standard of customer experience.

• 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.

• 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 context to Systems, Network, Security, Application, and Problem Management teams to accelerate resolution.

• Install, configure, support, and troubleshoot desktops, laptops, mobile devices, printers, scanners, conferencing equipment, peripherals, and specialized device setups through both remote and on-site support.
• Support endpoint management activities, including imaging, configuration enforcement, patch management, update compliance, software deployment, packaging, monitoring, and performance validation.
• Manage the full device lifecycle, including provisioning, configuration, upgrades, refresh…