Support Analyst II

Main Responsibilities

• 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.
• Maintain awareness of telecommunications and IP telephony concepts where applicable.

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.
• 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.
• Create or improve knowledge base articles, internal procedures, customer-specific notes, and troubleshooting guides when recurring issues are identified.

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.
• Monitor server and application availability and proactively alert internal teams or service providers to critical conditions requiring immediate resolution.
• Perform basic troubleshooting of WAN, LAN, TCP/IP, Wi-Fi, VPN, DNS, DHCP, firewall, router, printing, and remote access issues before escalation.

Research, Documentation & Communication

• Research technical problems thoroughly and communicate findings, solutions, and next steps consistently and accurately in writing.
• Maintain strong grammar, spelling, tone, and professionalism in ticket notes, client updates, internal documentation, and technical findings.

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.
• Make decisions about 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.