Information Technology Support Analyst

As an IT Support Analyst II (Level 2), you will handle higher-complexity issues, reduce escalations, and actively improve our knowledge systems. Operating with independence, you are a trusted problem-solver and a critical escalation point for the IT team. Your primary focus will be on advanced troubleshooting and knowledge expansion. In this role, you will work independently on most tickets and make judgment calls within defined standards. You may also lead small projects, such as device refreshes or office setups, ensuring our workforce operates seamlessly. What You'll Do Advanced Resolution Troubleshoot deeper OS, networking, and identity issues. Resolve technical escalations from Level 1 analysts. Investigate recurring incidents to identify potential root causes and implement lasting solutions. Knowledge Ownership Create new Knowledge Base (KB) articles when solving new or unique problems. Identify opportunities for ticket deflection through self-service and improved documentation. Contribute to automation initiatives to streamline repetitive tasks. Recognize patterns in the support queue that indicate broader service degradation. Escalate trends proactively (not just individual tickets) to leadership. Guide and support Level 1 Analysts through complex technical issues. Assist in onboarding and peer coaching for newer team members. About You Required Proven experience in an IT Support or Help Desk role, successfully handling complex technical issues. Deep knowledge of operating systems, networking fundamentals, and identity management. Strong ability to work independently, manage your own time, and make judgment calls within defined IT standards. Excellent problem-solving skills with a strong focus on root-cause analysis. Strong written and verbal communication skills, especially for creating documentation and Nice to Have Experience leading small IT projects (e.g., office setups, device life cycle management). Familiarity with enterprise tooling such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar platforms. Scripting or automation experience to assist with IT process improvements. Success Metrics Sustained high First Contact Resolution (FCR) rate for complex issues. Measurable contributions to the Knowledge Base that lead to ticket deflection. Successful delivery of small‑scale IT projects. #J-18808-Ljbffr