Support Analyst II

Service Desk Support & Ticket Ownership

Identify, isolate, troubleshoot, and resolve Level 1 and Level 2 IT-related issues. Assist Tier 1 support teams with user tickets and provide support directly to client IT teams when required. Log, categorize, prioritize, update, and track customer requests using the approved problem-tracking or ticketing platform. Escalate problems to Tier 2, Tier 3, internal engineering teams, outside vendors, or client IT resources when additional expertise or authority is required. Follow up on assigned requests according to Service Level Agreements and internal service delivery expectations. Monitor Service Desk queues to ensure requests are logged correctly, documented clearly, prioritized appropriately, and handled within agreed timeframes.

Endpoint, User & Application Support

• Provide intermediate support for Microsoft productivity applications including Outlook, Word, Excel, PowerPoint, Project, Publisher, Visio, Teams, OneDrive, SharePoint, and related Microsoft 365 applications.
• Windows 11, basic macOS administration, desktop applications, antivirus/security tools, and remote support utilities.
• Provide first-level hardware support for servers, laptops, desktops, tablets/notepads, mobile phones, printers, and peripheral devices.
• Troubleshoot user profile issues, mapped drives, file share access, print queue problems, remote access, browser issues, application access, and common endpoint problems.
• Analyze and, when appropriate, reproduce reported issues and document the steps required to reproduce, troubleshoot, and resolve them.
• Identity Access & Microsoft 365 Administration
• Administer user accounts according to established standards and procedures, including creating new users, disabling or deleting users, and supporting account changes.
• Administer user profiles, including group access, file share access, mailbox access, remote access, and application access based on approved requests.
• Administer user passwords, including assigning temporary passwords and resetting passwords according to security standards.
• Provide second-level support for Microsoft Exchange, Microsoft 365, and Google Workspace administration functions, including user creation and password resets based on approved procedures.

Monitoring, Remote Tools & Infrastructure Support

• Use remote support, monitoring, and endpoint management tools such as ConnectWise, Autotask, DATTO RMM, SolarWinds, Microsoft SCCM, Microsoft Intune, or similar platforms to investigate and resolve issues.
• Maintain awareness of telecommunications and IP telephony concepts where applicable.

Research, Documentation & Communication

• Research technical problems thoroughly and communicate findings, solutions, and next steps consistently and accurately in writing.
• Create or improve knowledge base articles, internal procedures, customer-specific notes, and troubleshooting guides when recurring issues are identified.
• Foster excellent working relationships and communications with customers, internal teams, and vendors.

Teamwork, Escalation & On-Call Support

• Coordinate with the Operations Manager, Service Desk Manager, lead consultant / vCIO, managed services team members, vendors, and customer contacts as needed.
• Follow established escalation, change control, security, documentation, time entry, and service desk procedures.
• Accept ownership of assigned problems until they are resolved, escalated, or formally transitioned through the appropriate process.
• Participate in a primary after-hours on-call support role on an ongoing rotation basis.
• Identify opportunities to improve support processes, ticket quality, documentation, automation, customer satisfaction, and operational efficiency.

Decision Making

• Determine appropriate troubleshooting steps, ticket update cadence, priority recommendations, escalation timing, and customer communication for assigned and escalated issues.
• Responsible for escalating calls and tickets to Tier 2, Tier 3, vendors, internal engineering teams, or customer IT resources when resolution requires additional expertise, access, or authority.

Working Relationships & Contacts

• Internal Contacts: Tier 1 support teams, Service Desk Manager, Operations Manager, System administrators, Tier 2 / Tier 3 engineers, Managed services team members, Lead consultant / vCIO and account team, Customer / External Contacts: Customer liaison / point of contact, Client IT staff, Customer users, Outside support vendors, Software, hardware, telecom, and security providers.

Qualifications

• Minimum two years of college or equivalent work experience preferred.
• Prior IT support, service desk, desktop support, technical support, managed services, or escalation support experience preferred.
• Professional presentation, phone manner, customer service skills, and ability to communicate clearly with technical and non-technical users.
• Basic understanding of how network environments operate and how applications function within those environments.
• Understanding of Windows desktop administration and basic macOS support.
• Basic understanding of WAN, LAN, TCP/IP, Wi-Fi, VPN, firewall, DNS, DHCP, and remote access concepts.
• Experience with Microsoft 365, Exchange Online, Outlook, Teams, Active Directory, password resets, user account changes, file share access, printers, and common desktop applications.
• Experience with remote support tools, monitoring tools, endpoint management tools, or RMM platforms such as ConnectWise Automate, SolarWinds, SCCM, Intune, or similar tools preferred.

Preferred Qualifications

• Microsoft Certification, CompTIA, Fortinet, or endpoint administration certification preferred but not required.
• Experience in a Managed Services Provider environment.
• Experience working with ticketing systems, SLAs, escalation procedures, change control, customer service metrics, and service delivery documentation.
• Experience with Microsoft 365 administration, Google Workspace administration, endpoint security, antivirus tools, and remote access tools.
• Some telecommunications or IP telephony experience preferred.

Work Environment

• Hybrid, remote, office, and onsite customer support depending on customer and business needs.
• Rotational after-hours, weekend, and holiday support may be required.
• Must be flexible to take on other duties as assigned and support changing customer needs.
• Occasional onsite customer support may be required when escalated issues require direct presence.

Core Competencies

• Ticket Ownership
• Advanced Troubleshooting
• Customer Service
• Clear Documentation
• Research
• Discipline
• Escalation
• Judgment
• Microsoft 365 Support
• Endpoint Support
• Network Fundamentals
• Reliability
• Team Collaboration
• Continuous Improvement