Level II IT Analyst

About the role

We are excited to offer an opportunity for an IT Help Desk Technician to join our team. This hands-on technical role is responsible for providing day-to-day IT support to end users, troubleshooting hardware and software issues, and supporting the implementation and maintenance of IT systems and tools. The ideal candidate is customer-focused, technically capable, and eager to grow their skills while contributing to a reliable and responsive IT support operation.

What you'll do

• Provide Tier 1 and Tier 2 technical support for end users across hardware, software, and business applications.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals.
• Support user accounts, access, and permissions in Active Directory, Microsoft 365, and other business systems.
• Log, track, and update support requests in the IT ticketing system, ensuring accurate documentation and timely resolution.
• Escalate complex or unresolved issues to senior IT staff when appropriate.
• Assist with system rollouts, application deployments, upgrades, and patches.
• Support onboarding and offboarding activities, including hardware setup and system access.
• Follow defined IT support processes, SLAs, and service standards.
• Maintain IT asset inventory and assist with equipment tracking and lifecycle management.
• Provide clear, professional communication to end users throughout the support process.
• Contribute to knowledge base articles and technical documentation.

Qualifications

• 5+ years of experience in an IT support, help desk, or desktop support role.
• Strong hands-on troubleshooting skills for Windows-based environments and common business applications.
• Experience working with IT ticketing systems (e.g., Jira Service Management, Freshservice, Zendesk, ServiceNow, etc.).
• Basic understanding of Active Directory, Microsoft 365, and endpoint management.
• Familiarity with networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
• Strong customer service mindset with the ability to support non-technical users.
• Good organizational skills and attention to detail.
• Ability to prioritize and manage multiple support requests.
• IT certifications (A+, Network+, Microsoft) are a plus but not required.

Benefits / Perks

We believe in recognizing and rewarding our employees for a job well done. We offer growth potential for motivated individuals, competitive compensation, and a comprehensive benefits package, including:

• Medical, Dental, Vision, Life Insurance
• 401K Retirement Plan
• Paid Vacation Time
• Paid Holidays
• and More!