IT Support Analyst Level 2 # 26-26618

The IT Support Analyst Level 2 provides hands-on technical support to end users, resolving escalated hardware, software, and connectivity issues across Windows and macOS environments. The role focuses on troubleshooting, root cause analysis, customer service, and timely incident resolution., * Resolve Level 2 incidents involving hardware, software, operating systems, applications, and connectivity.

• Troubleshoot Windows 10/11 and macOS issues, including system performance and peripheral devices.
• Support Active Directory, Microsoft 365, Teams, Zoom, VPN, and endpoint management tools.
• Perform equipment installation, configuration, deployment, replacement, and disposal (IMAC/D).
• Manage incidents and service requests in ServiceNow, meeting SLA targets.
• Troubleshoot conference room AV systems, printers, and other peripherals.
• Document solutions, maintain knowledge-base articles, and identify recurring issues.
• Coordinate with Level 3 teams, vendors, and infrastructure teams for complex issues.
• Support IT asset management, device imaging, and deployment.
• Provide executive/VIP support and a high level of customer service.

• 2-4 years of experience in IT support, desktop support, or help desk operations.
• Strong knowledge of Windows 10/11 and macOS.
• Experience with Active Directory, Microsoft 365, and endpoint support tools such as SCCM, Intune, or Jamf.
• Familiarity with ServiceNow, incident management, and SLA processes.
• Experience troubleshooting Microsoft Teams, Zoom, VPN, printers, and peripherals.
• Strong problem-solving, communication, documentation, and customer service skills., * ITIL Foundation or CompTIA A+ / Network+ certification.
• Experience with Jamf, Microsoft 365 administration, or endpoint management.
• Knowledge of network connectivity, wireless environments, and basic scripting.
• Experience in semiconductor, manufacturing, or enterprise technology environments.
• Experience supporting executives or VIP users.

Work Environment

• 100% onsite support at Phoenix and Chandler locations, with travel between offices as required.
• May require lifting and transporting IT equipment weighing up to 20-50 lbs.

Education:

• Bachelor’s degree or equivalent experience in a related field.