IT Support Analyst II

The IT Support Analyst II (Service Desk) serves as the senior technical anchor for the Help Desk team. This role is a critical escalation point for Tier 1 technicians, responsible for resolving the most complex end-user issues while simultaneously leading small-scale service improvements. The Analyst II doesn’t just clear tickets; they analyze service patterns to perform root cause analysis, automate repetitive service requests, and mentor junior staff to elevate the overall technical capability of the Service Desk.

Primary Duties:

• 35%: Advanced Tier 2 Escalations & RCA: Act as the final escalation point for complex hardware, software, and OS issues (Windows/macOS). Conduct Root Cause Analysis (RCA) on recurring service disruptions to implement permanent fixes, such as refining MDM profiles or patching global software bugs.

• 25%: Service Improvement Projects: Lead small-scale Help Desk initiatives, such as hardware refresh cycles, new software rollouts, or office migrations. Break down these projects into actionable tasks and manage the technical execution to minimize user downtime.

• 15%: Service Desk Automation & Efficiency: Identify “toil”repetitive manual tasksand implement automation (e.g., self-service password resets, automated onboarding workflows) to improve First Contact Resolution (FCR) rates and reduce overall ticket volume.

• 15%: Team Mentorship & Technical Training: Lead peer-to-peer training sessions and maintain the internal Knowledge Base (KB). Assist in defining technical interview standards for the Help Desk and mentor junior analysts to improve their troubleshooting speed and accuracy.

• 10%: SLA Monitoring & Collaboration: Track and report on Help Desk metrics (SLA attainment, CSAT). Partner with Security and DevOps to ensure service desk workflows align with company security policies and infrastructure changes.

DevOps Mac OS Empathy Composure Operations Automation Mentorship Communication Microsoft 365 User Advocacy Knowledge Base Active Directory Google Workspace Operating Systems Security Policies Help Desk Support Windows PowerShell Business Valuation Technical Training Service Management Workflow Management Root Cause Analysis Incident Management Service Improvement Software Deployment IT Service Management Full Stack Development Business Transformation Self Service Technologies Service Improvement Planning Executive Information Systems Key Performance Indicators (KPIs) Troubleshooting (Problem Solving) Computer Security Awareness Training Information Technology Infrastructure Library Microsoft Intune (Mobile Device Management Software)

At least 2 years, Tier 2 Support, Windows, macOS, Intune, Jamf, Entra ID, Microsoft 365, Google Workspace, PowerShell, ITSM, Zendesk, Jira, Automation, RCA, Executive Support, Documentation, Knowledge Base, Hardware Support, Software Deployment, ITIL, SLA, CSAT, Mentoring, Experience: 2+ years of progressive Help Desk or Service Desk experience, specifically moving from high-volume Tier 1 support to complex Tier 2/3 problem-solving.

Preferred Qualifications:

• ITSM Proficiency: Expert-level experience using ticketing platforms (Zendesk or Jira Service Management) to track and prioritize work.

• Incident Management: Ability to manage “Major Incidents,” coordinating communication between affected users and backend engineering teams.

• Documentation & SOPs: A passion for creating clear, concise “how-to” guides for both technical staff and non-technical end users.

• Telemetry & Metrics: Understanding of Service Desk KPIs (Mean Time to Resolve, Ticket Deflection, and Abandonment Rates) and how to improve them.

• User Advocacy: A strong “service-first” mindset with the ability to maintain composure and empathy during high-pressure technical outages.

• Technical Mastery: Expert knowledge of Active Directory/Entra ID, Enterprise MDM (Jamf, Intune), and Google Workspace/Microsoft 365 administration., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.