IT Support Analyst Level 2

The IT Support Analyst Level 2 provides advanced technical support to end users, resolving escalated incidents and service requests that exceed Level 1 capabilities. This role serves as a critical escalation point, performing root cause analysis, implementing solutions across hardware, software, and network environments, and ensuring timely resolution in accordance with established SLAs., Receive and resolve escalated incidents from Level 1 support, diagnosing complex hardware, software, networking, and application issues

Perform advanced troubleshooting of Windows and macOS platforms including OS-level diagnostics, driver conflicts, and system performance issues

Administer and support enterprise tools including Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms (e.g., SCCM, Intune, JAMF)

Execute IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment

Manage and prioritize incident and service request queues within ServiceNow, ensuring adherence to SLA response and resolution targets

Support conference room AV equipment including Teams Rooms and Zoom Rooms, printers, and peripheral devices

Document resolutions, update knowledge base articles, and contribute to standard operating procedures

Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required

Participate in asset lifecycle management including imaging, deployment, tracking, and decommissioning

Provide VIP/executive support as needed, ensuring white-glove service delivery

Identify recurring issues and recommend process improvements or automation opportunities

2 4 years of experience in an IT support or helpdesk environment

Strong working knowledge of Windows 10/11 and macOS platforms

Experience with Active Directory, Azure AD, and Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams)

Familiarity with ITIL framework and incident/problem/change management processes

Proficiency with ServiceNow for incident, request, and change management

Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools

Working knowledge of Microsoft Teams and Zoom administration and troubleshooting

Strong analytical and problem-solving skills with the ability to perform root cause analysis

Excellent written and verbal communication skills with a customer-service orientation

Preferred Qualifications

ITIL v4 Foundation certification

CompTIA A+, Network+, or equivalent certifications

Jamf Certified Associate or Jamf Certified Tech

Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent

Experience supporting VPN, network printing, and enterprise wireless environments

Familiarity with scripting (PowerShell, Bash) for task automation

Experience in a manufacturing, semiconductor, or enterprise corporate environment