Service Desk Analyst II

Responsibilities

• Own complex and escalated incidents and service requests from Tier I through resolution, including issues affecting multiple users, systems, or locations.
• Assess and adjust ticket priority and urgency based on business impact, proactively manage at-risk work, and maintain SLA compliance.
• Ensure escalated tickets include complete diagnostic information and meet established quality standards; return incomplete tickets and coach Tier I analysts on proper ticket handling and escalation practices.
• Communicate status, business impact, and expected resolution timelines clearly to users and stakeholders during extended or high-visibility incidents.
• Perform advanced troubleshooting across Windows operating systems, Microsoft 365, enterprise applications, endpoint software, hardware, peripherals, mobile devices, connectivity, device configuration, compatibility issues, and performance degradation.
• Conduct structured root-cause analysis for recurring or high-impact incidents, identify patterns and systemic issues, document findings, and contribute to long-term solutions that reduce repeat incidents and overall ticket volume.
• Partner with Tier I analysts to improve fixes and guidance, and provide detailed diagnostic context to Systems, Network, Security, Application, and Problem Management teams to accelerate resolution.
• Install, configure, support, and troubleshoot desktops, laptops, mobile devices, printers, scanners, conferencing equipment, peripherals, and specialized device setups through both remote and on-site support.
• Support endpoint management activities, including imaging, configuration enforcement, patch management, update compliance, software deployment, packaging, monitoring, and performance validation.
• Manage the full device lifecycle, including provisioning, configuration, upgrades, refresh cycles, repairs, warranty coordination, decommissioning, and secure disposal.
• Triage endpoint-related security alerts in coordination with Security teams and support remediation of vulnerable, non-compliant, or unhealthy devices.
• Follow and reinforce ITIL-aligned incident, request, escalation, and documentation processes while maintaining accurate and complete records that support audit readiness.
• Promote consistent Service Desk standards across tiers and contribute to a structured, standardized, and process-driven support environment.
• Create, maintain, and improve knowledge base articles covering complex issue resolution, new or undocumented issues, workarounds, and known errors.
• Mentor Tier I analysts, share troubleshooting techniques and best practices, and serve as a point of escalation for both technical issues and process clarification.
• Handle escalated and high-impact user interactions with professionalism and empathy, explain technical issues in clear, non-technical language, set realistic expectations, and provide timely updates through resolution.
• Collaborate with Infrastructure, Network, Security, Application, and other IT teams, serving as the liaison between the Service Desk and these functions for escalated incidents and coordinated major-incident response.
• Identify inefficiencies in Service Desk processes, workflows, tools, and ticket structures, and contribute to automation, ITSM improvements, reporting enhancements, and endpoint-management optimization.
• Support continuous improvement initiatives that strengthen service quality, increase efficiency, improve customer experience, and reduce unnecessary escalations.

  Qualifications

  • Strong hands-on experience supporting Windows desktop and laptop environments.
  • Proficiency with Microsoft 365 applications and services (Outlook, Teams, OneDrive, SharePoint).
  • Experience troubleshooting hardware, peripherals, mobile devices, and endpoint software.
  • Familiarity with endpoint management, imaging, patching, and software deployment tools (e.g., Intune, SCCM, SentinelOne, NinjaOne, or similar).
  • Experience with remote support tools and ITSM/ticketing systems.
  • Experience managing and resolving complex or escalated (Tier II) incidents and service requests in an enterprise IT environment.
  • Demonstrated ability to perform root-cause analysis and drive permanent resolution of recurring technical issues.
  • Basic understanding of networking concepts, including LAN/WAN, Wi-Fi, VPN, DNS, and DHCP.
  • Strong customer service, communication, and problem-solving skills, with the ability to explain technical concepts to non-technical users and manage escalated customer interactions.
  • Experience collaborating with Infrastructure, Network, Security, or Application teams to resolve complex technical issues.

  Preferred Qualifications

  • Associate or Bachelor's degree in Information Technology or a related field, or equivalent experience.
  • 3–5 years of experience in Desktop Support, Service Desk, or IT Support roles, including experience supporting complex or escalated technical issues.
  • Relevant certifications preferred (CompTIA A+, Network+, Microsoft Modern Desktop, Microsoft Endpoint Administrator, ITIL Foundation, or equivalent).