Job Overview

The IT Support Analyst Level 2 provides advanced technical support to end users, resolving escalated incidents and service requests that exceed Level 1 capabilities. This role serves as a critical escalation point, performing root cause analysis, implementing solutions across hardware, software, and network environments, and ensuring timely resolution in accordance with established SLAs.

Key Responsibilities

• Receive and resolve escalated incidents from Level 1 support, diagnosing complex hardware, software, networking, and application issues.
• Perform advanced troubleshooting of Windows and macOS platforms including OS-level diagnostics, driver conflicts, and system performance issues.
• Administer and support enterprise tools including Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms (e.g., SCCM, Intune, JAMF).
• Execute IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment.
• Manage and prioritize incident and service request queues within ServiceNow, ensuring adherence to SLA response and resolution targets.
• Support conference room AV equipment including Teams Rooms and Zoom Rooms, printers, and peripheral devices.
• Document resolutions, update knowledge base articles, and contribute to standard operating procedures.
• Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required.
• Participate in asset lifecycle management including imaging, deployment, tracking, and decommissioning.
• Provide VIP/executive support as needed, ensuring XX-glove service delivery.
• Identify recurring issues and recommend process improvements or automation opportunities.

Required Qualifications

• 2–4 years of experience in an IT support or helpdesk environment.
• Strong working knowledge of Windows 10/11 and macOS platforms.
• Experience with Active Directory, Azure AD, and Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams).
• Familiarity with ITIL framework and incident/problem/change management processes.
• Proficiency with ServiceNow for incident, request, and change management.
• Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools.
• Working knowledge of Microsoft Teams and Zoom administration and troubleshooting.
• Strong analytical and problem-solving skills with the ability to perform root cause analysis.
• Strong verbal and written communication skills with a customer-service orientation.

Preferred Qualifications

• ITIL v4 Foundation certification.
• CompTIA A+, Network+, or equivalent certifications.
• Jamf Certified Associate or Jamf Certified Tech.
• Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent.
• Experience supporting VPN, network printing, and enterprise wireless environments.
• Familiarity with scripting (PowerShell, Bash) for task automation.
• Experience in a manufacturing, semiconductor, or enterprise corporate environment.

Work Environment

On-site support during standard business hours. Due to nature of job The candidate must have Ability to lift and transport IT equipment up to 50 lbs.