Service Desk Analyst II

About the role

The IT Service Desk Analyst II is responsible for resolving complex and escalated incidents, providing advanced technical support, and contributing to the stability and maturity of Service Desk operations.

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.
• 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.

Requirements

• 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 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).