What are the responsibilities and job description for the Service Desk Support Analyst II - Tea, SD position at Road Safety Services, Inc.?
RSS is the second largest provider of highway striping and pavement markings for roads and parking lots throughout the US. We value the safety of our employees, take pride in the quality of our work and the integrity of our team members. As a result of both organic growth and acquisitions we are searching for experienced Service Desk Support Analyst II to join our team.
Responsibilities:
- Provide remote assistance to employees via phone, email, or remote desktop tools.
- Troubleshoot and resolve complex software, hardware, and network issues efficiently.
- Log all interactions, troubleshooting steps, and resolutions in the ticketing system.
- Provide on-site assistance to employees.
- Perform hands-on hardware installations, upgrades, and replacements, including computers, servers, and peripherals.
- Set up and maintain physical network components, such as switches, routers, and cabling.
- Assist with IT setup during office relocations or new office launches.
- Conduct inventory management and document IT assets.
- Manage and troubleshoot identity systems, particularly Microsoft Entra ID (formerly Azure AD).
- Support tasks such as user provisioning, group management, SSO, and MFA troubleshooting.
- Work closely with other IT team members and departments to resolve escalated issues.
- Train and mentor Tier I support staff to enhance their skills and efficiency.
- Identify trends in support requests to recommend process or technology improvements.
- Develop and maintain internal documentation and knowledge bases for common issues and solutions.
Qualifications:
- 4 years of experience in IT support, with at least 2 years in a Tier II or similar role.
- Experience managing and troubleshooting Microsoft Entra ID (formerly Azure AD).
- Proven ability to balance desk-based remote support with on-site and manual IT responsibilities.
- Experience with Microsoft 365 administration and cloud platforms.
- IT certifications such as CompTIA, Microsoft, or ITIL are a plus.
- Proficient in remote troubleshooting tools, ticketing systems, and IT asset management.
- Strong technical and problem-solving skills across hardware, software, and network environments.
- Overnight travel 25% throughout the US.
RSS is an Equal Opportunity Employer
