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# IT Support Analyst II

- **Company:** TEKSYSTEMS INC.
- **Location:** Bethesda, MD, United States
- **Experience:** Experienced
- **Salary:** $62,400.0 - $93,600.0
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, JIRA, DevOps, Executive Information Systems, Windows PowerShell, Software Deployment, Microsoft InTune, Casper Suite, Gsuite, Zendesk
- **Published:** October 21, 2026
- **Apply:** https://www.careercircle.com/jobs/all/all/usa/md/bethesda/b13f30ef-e2ba-4f2e-b2f6-14c20167bbe1

## About the Role

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.

## Description

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.