IT L2 Support Analyst​/Desktop Support Analyst

Job Title

IT L2 Support Analyst

Onsite || Site 1 - Wichita
9111 East Douglas Wichita, 67207

The L2 Support Analyst will provide support to End Users on a variety of computing issues. They will also collaborate with Infrastructure subject matter experts, providing input for complex issues. The Senior Analyst will provide guidance to Junior Analysts.

• Diagnose, resolve, and follow‑up on issues relating to various user computing issues
• Provide technical support by phone, remote access, deskside, or site visits as required
• New hire device setup/Imaging
• Experience utilizing ticketing systems
• Ensure tickets are accurately documented and resolved in accordance
• Device inventory management
• Position may require working extended hours or occasional night/weekend as required
• Excellent communication skills both verbal and written
• Ability to multi‑task in a fast‑paced environment
• Office 365 Productivity Tools
• VPN troubleshooting/connectivity
• Mobile Device Support
• Apple Macintosh troubleshooting
• Knowledge Base Article Creation
• Smart‑Hands Support for Network/Server teams
• Follow client Compliance standards

• 3+ years relevant technical field experience
• A+ Certification and/or Network + or equivalent work experience
• Windows 11 support experience
• Apple Macintosh support experience
• Prior Desktop Support Experience
• Device Imaging
• Enterprise Encryption
• Prior ticketing system experience, such as Service Now
• Ability to write clear, concise documentation
• Ability to provide excellent customer service in person, over phone, through email, and using remote tools
• VIP/White Glove Support

• Strong written and verbal communication skills
• Focus on customer service
• Desire to work in a team environment
• Strong work ethic
• Ability to balance workload while maintaining high standards