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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst Level 2 - **Company:** Radiant System, Inc - **Location:** Austin, TX, United States - **Experience:** Experienced - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Active Directory, IMac, Apple Mac Systems, Bash Shell, Virtual Private Networks (VPN), System Center Configuration Manager, Print Servers, Windows PowerShell, Azure Active Directory, Remote Service Software, Microsoft SharePoint, Wireless Networks, Scripting, Microsoft InTune, Casper Suite, Servicenow - **Published:** September 10, 2026 - **Apply:** https://www.dice.com/job-detail/91a1548d-d36e-4ce2-a2a4-0cffe9f7776e ## About the Role 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 ## Description 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [JavaScript? No. Java Scripts! - Scripting with Java](https://www.wearedevelopers.com/videos/2094-javascript-no-java-scripts-scripting-with-java) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Intermediate Bitcoin Script](https://www.wearedevelopers.com/videos/25-intermediate-bitcoin-script) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)