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# IT Analyst - Tier 2 Technical Support

- **Company:** Hays Specialist Recruitment LLC
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Salary:** $90,000.0 - $105,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Apple Mac Systems, JIRA, Bomgar, Desktop Computing, Disaster Recovery, Issue Tracking Systems, System Center Configuration Manager, Networking Basics, Windows PowerShell, Azure Active Directory, Microsoft Copilot, Remote Service Software, Software Deployment, User Provisioning Software, Windows Desktop, Scripting, Enterprise Software Applications, Peripherals, Microsoft InTune, Information Technology, Patch Management, Windows Security, Laptops, Altiris, User Administration, Servicenow, Windows Client
- **Published:** October 5, 2026
- **Apply:** https://www.dice.com/job-detail/3ad5fa71-9c75-40b3-912b-58d8d2cdebd3

## About the Role

3+ years of experience in a technical support or helpdesk environment.
Degree in IT, an IT apprenticeship, or relevant work experience
Proficiency in supporting Windows and Mac OS X operating systems.
Experience with Mac device deployment, management, and security compliance.
Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
Experience using inTune, Patch My PC, or Altiris SMA for software deployment and patch management.
Strong communication and customer service skills.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
A relevant IT certification (e.g., CompTIA A+, ITIL Foundation) is a plus.
Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
Exposure to mobile device management (MDM) platforms.
Familiarity with Apple Business Essentials.
Basic scripting knowledge (e.g., PowerShell) is a bonus.
Must-Have Skills
Strong Tier 2 troubleshooting experience.
Experience supporting users in a corporate environment.
Excellent customer service and communication skills.
Mature, professional, and polished demeanor.
Ability to support senior leaders and executives.
Windows desktop support experience.
Ability to work independently and in a fast-paced environment.
Strong learning agility and willingness to take initiative.
Comfortable working onsite five days per week.
ServiceNow experience.
AV/conference room support experience.
Intune exposure.
AI, Copilot, or emerging technology exposure.
Mac support experience (not required because the environment is 98-99% Windows).
Experience with project work outside traditional service desk responsibilities.
Experience working in small to mid-sized organizations where responsibilities are broader.

## Description

This role is part of our global IT support function and is responsible for providing first & second-line technical support to end users across the organization. The successful candidate will play a key role in ensuring a seamless and responsive IT experience for our employees.
Serve as the first point of contact for end-user IT support requests via phone, email, and ticketing systems.
Troubleshoot and resolve issues related to Windows 10/11, Mac OS X, Microsoft 365, and common enterprise applications.
Provide support for OS, enterprise applications, utilities, and basic server OS troubleshooting.
Support desktops, laptops, mobile devices, PCs, printers, and peripherals.
Perform user account management tasks (e.g., Active Directory, Exchange, Azure AD), including provisioning and group management.
Utilize remote support tools (e.g., SCCM, Patch My PC, Altiris SMA, Intune, Beyond Trust (Bomgar)) to resolve issues efficiently.
Escalate complex or unresolved issues to Level 3 support teams.
Troubleshoot system alerts and escalate when required.
Document incidents, resolutions, and detailed troubleshooting records; contribute to the IT knowledge base.
Assist with hardware setups, software installations, and system imaging.
Maintain accurate records of IT assets and ensure compliance with internal policies.
Support Mac & Windows device deployment and management, including enrolment, configuration, and lifecycle maintenance.
Ensure Mac & Windows security compliance in line with corporate policies and industry best practices.
Administer and support Apple Business Essentials for device management and user provisioning.
Follow ITSM and HAM processes.
Collaborate with the Global EUC Team, Infrastructure Engineering, and Application Support Team.
Participate as a technical resource for incident response, disaster recovery, and testing.
Provide out-of-office support, queue monitoring, including basic technical support and issue resolution, while communicating with the on-call team.
Assist with remediation of identified vulnerabilities.
Provide user training on systems and applications.
Provide assistance to local office supporting teams when required.