IT Support Analyst II

• Provide Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve Windows, Microsoft 365, email, VPN, and application-related issues.
• Diagnose hardware, software, network, and connectivity problems.
• Support remote and onsite users across multiple locations.
• Escalate unresolved issues to Tier III support, engineering teams, or vendors as necessary.
• Manage incidents and service requests through the ITSM platform (e.g., Atlassian/Jira)
• Meet established SLA and KPI targets.
• Document troubleshooting steps, root causes, and resolutions.
• Prioritize support requests based on business impact and urgency.
• Create, modify, and disable user accounts and groups in Active Directory and Azure AD.
• Manage password resets, permissions, group memberships, and access requests.
• Support identity and access management processes.
• Support Microsoft 365 applications including:
• Outlook
• Teams
• OneDrive
• SharePoint
• Word, Excel, and PowerPoint
• Assist with mailbox management, licensing, and user provisioning.
• Deploy, configure, and support desktop and laptop systems.
• Utilize endpoint management tools such as:
• Microsoft Intune
• SCCM/ME
• Autopilot
• Lansweeper
• Follow corporate cybersecurity policies and procedures.
• Support MFA enrollment and troubleshooting.
• Assist with endpoint security initiatives and vulnerability remediation.
• Report security incidents and potential risks.
• Participate in technology refreshes and hardware deployments.
• Support office moves, expansions, and onboarding initiatives.
• Assist with testing and implementation of new technologies.
• Contribute to process documentation and knowledge base articles.
• First-call resolution rate.
• SLA compliance.
• Customer satisfaction (CSAT).
• Ticket backlog management.
• Mean Time to Resolution (MTTR).
• Knowledge article contributions.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Equivalent experience may be substituted for formal education.
• 3-5 years of IT support or help desk experience.
• Experience supporting Microsoft Windows environments.
• Experience with Microsoft 365 administration and troubleshooting.
• Experience with Active Directory and Azure AD.
• Experience with Mobile Device Management.

Preferred Certifications

• CompTIA A+.
• CompTIA Network+.
• Microsoft Certified: Modern Desktop Administrator Associate.
• ITIL Foundation.
• Microsoft 365 Certified Fundamentals.

Skills and Abilities:

• Excellent customer service and communication skills.
• Strong analytical and troubleshooting abilities.
• Ability to manage multiple priorities simultaneously.
• Strong documentation and organizational skills.
• Ability to work independently and within a team environment.

Technical Skills

• Windows 11.
• Microsoft 365.
• Active Directory.
• Azure Active Directory / Entra ID.
• Microsoft Intune.
• TCP/IP networking fundamentals.
• Remote support tools (TeamViewer).
• Atlassian/Jira or similar ITSM platforms.
• Pentagon ERP.
• Lansweeper IT Asset Management.

• Medical Insurance
• 100% Employer Paid Dental, Vision, Life, Short and Long Term Disability Insurance
• 401K with Employer Contribution
• Employee Stock Purchase Plan (ESPP)
• Education Reimbursement (related field)
• Employee Referral Program and Recognition Program
• Paid Holidays and 15 Paid Time-Off Days annually, * 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

AerSale® is a global leader and market innovator specializing in aviation products and services to meet the growing demand for aftermarket support in global passenger, cargo, and government segments. Featuring complete aircraft nose-to-tail, value-added offerings, including Aircraft & Component Maintenance, Repair and Overhaul Services (MRO), Aircraft & Engine Sales and Leasing, Used Serviceable Material (USM) Sales and Parts Exchange, Flight Equipment Asset Management Services, Internally developed aircraft and component modifications (engineered solutions) designed to enhance aircraft performance and operating economics (e.g. AerSale®, AerTrak® and AerAware).