IT Service Desk Analyst II

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.

Responsibilities

Escalated Incident and Service Request Management

• 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.

Advanced Troubleshooting and Root-Cause Resolution

• 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.

Endpoint, Device, and Asset Lifecycle Support

• 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 cycles, repairs, warranty coordination, decommissioning, and secure disposal.
• Ensure devices meet security and configuration standards before deployment, maintain accurate asset records, reconcile physical inventory with asset systems, and support large-scale deployment and refresh initiatives.

Security, Compliance, and Operational Standards

• Triage endpoint-related security alerts in coordination with Security teams and support remediation of vulnerable, non-compliant, or unhealthy devices.
• Follow and reinforce ITIL-aligned incident, request, escalation, and documentation processes while maintaining accurate and complete records that support audit readiness.
• Promote consistent Service Desk standards across tiers and contribute to a structured, standardized, and process-driven support environment., * Create, maintain, and improve knowledge base articles covering complex issue resolution, new or undocumented issues, workarounds, and known errors.
• Translate technical resolutions into clear, repeatable guidance that improves Tier I troubleshooting, documentation, diagnostic quality, and escalation decisions.
• Mentor Tier I analysts, share troubleshooting techniques and best practices, and serve as a point of escalation for both technical issues and process clarification.

Customer Experience and Communication

• Handle escalated and high-impact user interactions with professionalism and empathy, explain technical issues in clear, non-technical language, set realistic expectations, and provide timely updates through resolution.

Service Improvement and Cross-Functional Collaboration

• Collaborate with Infrastructure, Network, Security, Application, and other IT teams, serving as the liaison between the Service Desk and these functions for escalated incidents and coordinated major-incident response.
• Identify inefficiencies in Service Desk processes, workflows, tools, and ticket structures, and contribute to automation, ITSM improvements, reporting enhancements, and endpoint-management optimization.
• Support continuous improvement initiatives that strengthen service quality, increase efficiency, improve customer experience, and reduce unnecessary escalations., * SLA Performance: Consistently meets or exceeds SLA targets for response and resolution of Tier II incidents and service requests.
• Resolution Quality: Resolves issues effectively with minimal ticket reopens or repeat incidents tied to the same root cause.
• Ticket Quality & Documentation: Maintains complete, accurate, and structured ticket documentation; produces clear and reusable knowledge base articles.
• Reduction in Repeat Incidents: Demonstrates measurable reduction in recurring issues through root cause identification and resolution.
• Escalation Effectiveness: Improves Tier I escalation quality and reduces unnecessary escalations through guidance and feedback.
• Backlog Management: Maintains a low volume of aging or overdue escalated tickets through proactive management.
• Service Improvement Contribution: Identifies and contributes to process, workflow, or tool improvements that increase efficiency or reduce ticket volume.
• Cross-Team Resolution Efficiency: Effectively collaborates with other IT teams to resolve complex issues with minimal delays or rework.
• Customer Experience: Maintains strong end-user satisfaction, particularly on escalated or high-impact issues.

• Strong hands-on experience supporting Windows desktop and laptop environments.
• Proficiency with Microsoft 365 applications and services (Outlook, Teams, OneDrive, SharePoint).
• Experience troubleshooting hardware, peripherals, mobile devices, and endpoint software.
• Familiarity with endpoint management, imaging, patching, and software deployment tools (e.g., Intune, SCCM, SentinelOne, NinjaOne, or similar).
• Experience with remote support tools and ITSM/ticketing systems.
• Experience managing and resolving complex or escalated (Tier II) incidents and service requests in an enterprise IT environment.
• Demonstrated ability to perform root-cause analysis and drive permanent resolution of recurring technical issues.
• Basic understanding of networking concepts, including LAN/WAN, Wi-Fi, VPN, DNS, and DHCP.
• Strong customer service, communication, and problem-solving skills, with the ability to explain technical concepts to non-technical users and manage escalated customer interactions.
• Experience collaborating with Infrastructure, Network, Security, or Application teams to resolve complex technical issues.

Preferred Qualifications

• Associate or Bachelor’s degree in Information Technology or a related field, or equivalent experience.
• 3-5 years of experience in Desktop Support, Service Desk, or IT Support roles, including experience supporting complex or escalated technical issues.
• Relevant certifications preferred (CompTIA A+, Network+, Microsoft Modern Desktop, Microsoft Endpoint Administrator, ITIL Foundation, or equivalent)., * Advanced Troubleshooting: Ability to diagnose and resolve complex issues across endpoints, operating systems, applications, and basic network dependencies.
• Root Cause Focus: Identifies underlying causes of recurring issues and drives toward permanent resolution, not just symptom fixes.
• Ownership & Accountability: Takes full responsibility for escalated issues through to resolution with strong follow-through and attention to detail.
• Ticket Quality & Documentation: Maintains clear, structured, and complete ticket documentation that supports resolution, auditability, and knowledge reuse.
• Prioritization & Time Management: Effectively manages multiple escalations, balancing urgency, impact, and SLA commitments.
• Communication Skills: Communicates technical issues clearly to both technical and non-technical audiences and manages expectations appropriately.
• Cross-Team Collaboration: Works effectively with Infrastructure, Security, and Application teams to resolve complex issues.
• Mentorship & Guidance: Supports Tier I analysts by improving troubleshooting approach, ticket quality, and escalation standards.
• Process Adherence: Consistently follows and reinforces ITIL-aligned processes and Service Desk standards.
• Continuous Improvement: Identifies patterns, inefficiencies, and opportunities to improve service delivery, tools, and workflows.

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.