Technology Service Center Analyst II

The Technology Service Center Analyst II delivers advanced technical support-both remote and onsite-to small and medium-sized businesses. Serving as a key escalation point, this role focuses on resolving complex issues across Windows 11 environments, Windows Server systems, client-server applications, network infrastructure, and cloud platforms.

This position plays a vital role in maintaining a secure, stable, and high-performing IT environment while also mentoring junior technicians and contributing to continuous service improvement initiatives.

The ideal candidate is a proactive problem solver with strong communication skills and the ability to efficiently resolve technical challenges while supporting team development., Advanced Desktop, Application & Device Support

• Resolve escalated Help Desk tickets requiring Level 2 expertise
• Diagnose and troubleshoot complex Windows 11, application, and performance issues
• Support client-server applications (connectivity, authentication, dependencies)
• Install, configure, and maintain endpoints and peripherals (PCs, laptops, printers, VoIP devices, etc.)
• Troubleshoot Microsoft 365 application issues, sync errors, and user-level cloud problems

Windows Server & Client-Server Support

• Perform basic Windows Server troubleshooting (services, logs, performance, connectivity)
• Support file/print services and server-hosted applications
• Troubleshoot DNS, firewall rules, permissions, and service availability
• Escalate advanced server issues to senior engineering teams

Directory Services & System Administration

• Administer Active Directory (users, groups, permissions, Group Policy)
• Troubleshoot authentication and access issues
• Assist with workstation imaging, deployment, and endpoint configuration
• Support patching, monitoring, and escalation-level server troubleshooting

Network & Infrastructure Support

• Troubleshoot routers, switches, firewalls, and wireless access points
• Diagnose TCP/IP, DNS, DHCP, VLAN, VPN, and connectivity issues
• Monitor system and network performance to identify risks proactively

Cloud & Microsoft 365 Support

• Support Microsoft 365, Azure AD, and cloud-based services
• Troubleshoot identity, licensing, and synchronization issues

Documentation & Process Improvement

• Document troubleshooting steps, root causes, and resolutions
• Contribute to SOPs and internal knowledge base improvements

Team Collaboration & Mentorship

• Mentor and support Level 1 technicians
• Collaborate with senior engineers on escalations
• Participate in on-call rotation as needed
• Assist with projects and additional technical initiatives

• 3+ years supporting Microsoft desktop environments (strong Windows 11 expertise)
• Experience with Windows Server troubleshooting (services, logs, roles, performance)
• Understanding of client-server environments and troubleshooting
• Strong networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs)
• Experience with Active Directory and Group Policy
• Experience with Microsoft 365 and Azure administration
• Familiarity with network hardware (routers, switches, firewalls, WAPs)
• Experience supporting macOS in mixed environments (preferred)

Professional Skills

• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Excellent communication and customer service skills
• Self-motivated with the ability to work independently and in a team
• Flexibility to participate in after-hours/on-call support

Preferred Certifications

• CompTIA A+
• CompTIA Network+ (or equivalent)