Service Desk Analyst - Tier II

POSITION PURPOSE:

The Service Desk Analyst - Tier II provides advanced technical support to end-users and serves as an escalation point for complex issues that cannot be resolved by Tier I analysts. This position is responsible for diagnosing and resolving more challenging IT-related issues, implementing technical solutions, and contributing to the continuous improvement of IT services.  

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS:

• Serve as an escalation point for complex technical issues that cannot be resolved by Tier I analysts.
• Provide in-depth troubleshooting and resolution for a wide range of software, hardware, and network issues.
• Manage and resolve incidents and service requests within agreed SLAs.
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Collaborate with other IT teams (e.g., Network, Systems, Security) to resolve complex issues and implement solutions.
• Identify recurring problems and contribute to the problem management process to prevent future incidents.
• Participate in IT projects, system upgrades, and implementations as needed.
• Mentor and provide technical guidance to Tier I analysts.
• Conduct root cause analysis for major incidents and contribute to service improvement initiatives.
• Manage and maintain user accounts, permissions, and access rights.
• Assist with asset management and software licensing compliance.
• Provide advanced support for company-specific applications and systems.
• Contribute to the development and maintenance of IT policies and procedures.
• Stay current with emerging technologies and industry best practices.
• Participate in on-call rotation for after-hours support.

POSITION REQUIREMENTS:

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
  
• Three to five years of experience in IT support, with at least two years in a Tier 2 or similar advanced support role.
  
• Strong knowledge of Windows and macOS operating systems, active directory, and enterprise networking concepts.
  
• Proficiency in troubleshooting hardware, software, and network issues.
  
• Experience with remote support tools, ticketing systems, and IT service management practices (e.g., ITIL).
  
• Familiarity with scripting languages (e.g., PowerShell, Python) and basic coding skills.
  
• Knowledge of virtualization technologies and cloud services (e.g., VMware, AWS, Azure).
  
• Understanding of information security principles and best practices.
  
• Excellent problem-solving and analytical skills.
  
• Strong communication skills, both verbal and written, with the ability to explain complex technical concepts to non-technical users.
  
• Ability to work effectively in a team environment and independently.
  
• Excellent time management skills and ability to prioritize in a fast-paced environment.
  
• Relevant IT certifications (e.g., CompTIA A , Network , Microsoft, ITIL) are a plus.
• Ability to listen, understand and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred.
• Ability to work the time necessary to complete projects and/or meet deadlines.

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. 

ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.