IT Support Analyst II - Office of Judicial Administration

Job Duties: The IT Support Technical Analyst provides advanced technical support and operational execution for endpoint systems, support platforms, and user-facing technologies. This role focuses on hands-on technical work, including troubleshooting, configuration, deployment, and support of endpoint devices, policies, and support systems.

The Technical Analyst works under the direction of the IT Support Analyst Lead and serves as a key contributor in resolving escalated issues, maintaining operational standards, and supporting enterprise IT initiatives. Responsibilities include:

Endpoint Support and Administration

• Support endpoint management platforms such as Intune and related technologies
• Assist with device provisioning, enrollment, configuration, and deployment
• Troubleshoot endpoint issues including policy failures, compliance issues, and enrollment problems
• Execute patching activities, deployment rings, and configuration updates
• Validate endpoint changes prior to broader rollout
• Support endpoint standards and configuration baselines

Support Platform Operations

• Support daily operation of platforms such as ManageEngine, Cayzu, knowledge base systems, CMDB tools, and remote support tools
• Assist with ticket routing, queue management, and workflow execution
• Troubleshoot platform-related issues and escalate when necessary
• Support improvements to workflows, documentation, and platform usage

Hardware and Device Support

• Support hardware standards and device configurations
• Assist with device imaging, deployment, and peripheral setup
• Troubleshoot hardware and compatibility issues
• Participate in device lifecycle activities including refreshes and replacements

Operational Support Services

• Execute operational processes such as print support and troubleshooting
• Perform device sanitization using KillDisk or similar tools
• Support technical requests tied to HR, Legal, and administrative workflows
• Follow established SOPs and provide feedback for process improvement
• Maintain consistency in service delivery and operational execution

Advanced Troubleshooting and Escalation Support

• Handle escalated technical issues from Tier 1 support
• Perform advanced troubleshooting across endpoints, policies, applications, and hardware
• Collaborate with Service Desk, Infrastructure, and Security teams
• Document root causes and resolutions for recurring issues

Documentation and Continuous Improvement

• Create and maintain knowledge base articles and technical documentation
• Develop troubleshooting guides and procedural documentation
• Contribute to SOP updates and process improvements
• Assist with audit and compliance documentation as needed

Other duties as assigned.

Do you have experience in Team leadership?, Do you have a Bachelor’s degree?, Bachelor’s degree in computer science, Information Technology, or a related field. (Education requirements may be substituted with equivalent work experience).

Minimum 5 years of experience in IT support or a related field, experience in leadership or supervisory role within an IT support team, and strong technical knowledge of IT systems, networks, and applications.

Knowledge, Skills, and Abilities

• Proficiency in troubleshooting and resolving technical issues
• Knowledge of IT support tools and software
• Understanding of ITIL (Information Technology Infrastructure Library) best practices

Preferred Certifications

• Relevant certifications in IT support or related fields, such as Comp TIA A+I TIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate

Commonly Supported Tools and Platforms

• Intune and endpoint policy or configuration tools
• ManageEngine and Cayzu
• Knowledge base and CMDB platforms
• Remote support tools
• Print management systems
• KillDisk or comparable sanitization tools
• End-user hardware and peripheral technologies