IT Support Analyst II
Skills
About the Role
As an IT Support Analyst II, you'll be a trusted problem-solver and critical escalation point for the IT team, handling higher-complexity issues with independence. You'll work on most tickets on your own, making judgment calls within defined standards, and may lead small projects such as device refreshes or office setups. Your main focus will be advanced troubleshooting and expanding the team's knowledge base, while also mentoring newer analysts and helping the team spot broader service trends before they become bigger problems.
Requirements
- Proven experience in an IT Support or Help Desk role, successfully handling complex technical issues
- Deep knowledge of operating systems, networking fundamentals, and identity management
- Strong ability to work independently, manage your own time, and make judgment calls within defined IT standards
- Excellent problem-solving skills with a strong focus on root-cause analysis
- Strong written and verbal communication skills, especially for creating documentation and mentoring peers
Responsibilities
- Troubleshoot deeper OS, networking, and identity issues
- Resolve technical escalations from Level 1 analysts
- Investigate recurring incidents to identify potential root causes and implement lasting solutions
- Create new Knowledge Base (KB) articles when solving new or unique problems
- Identify opportunities for ticket deflection through self-service and improved documentation
- Contribute to automation initiatives to streamline repetitive tasks
- Recognize patterns in the support queue that indicate broader service degradation
- Escalate trends proactively to leadership
- Guide and support Level 1 Analysts through complex technical issues
- Assist in onboarding and peer coaching for newer team members