IT Support Analyst

Position Summary The IT Support Analyst II delivers Tier 2 technical support for end users and business systems, serving as an escalation resource for complex issues and contributing to the stability and efficiency of IT operations. Beyond resolving incidents, this role plays an active part in reducing backlog, strengthening documentation, and driving continuous service improvements. Working independently on moderately complex technical challenges, the IT Support Analyst II mentors Tier 1 staff, supports process enhancement efforts, and helps improve overall support quality. This position also maintains the computing environment through software deployments, updates, and patches to ensure performance, reliability, and security. This is a hybrid role requiring a minimum of three days onsite. Essential Duties & ResponsibilitiesTechnical Support & Escalations Resolve Tier 2 incidents and service requests across endpoints, identity systems, SaaS applications, and business platforms. Maintain and support end‑user hardware including printers and wireless devices to ensure reliable performance. Serve as an escalation point for IT Support Analyst I issues. Ensure all tickets meet documentation, categorization, and resolution quality standards. Monitor work queues and assist in meeting SLA/SLO commitments. Participate in major incident response and post‑incident reviews as needed. Operational Excellence & Continuous Improvement Help reduce ticket backlog by identifying recurring issues, aging items, and inefficient workflows. Review support metrics such as first response time, MTTR, aging tickets, and reopen rates. Provide feedback to leadership on process improvement opportunities. Identify cases appropriate for automation or end‑user self‑service. Conduct root‑cause analysis for recurring problems and document findings. Recommend long‑term corrective actions to prevent repeat incidents. Collaborate with infrastructure, application, and security teams on systemic issues. Participate in change reviews when incidents relate to change activity. Knowledge Management & Training Create and maintain knowledge base articles for known issues and standard procedures. Ensure documentation is accurate, consistent, and usable by Tier 1 or end users. Assist in training and supporting Tier 1 analysts. Promote adoption of self‑service tools and resources where appropriate. Additional Responsibilities Participate in after‑hours support and on‑call rotations as required. Ability to travel to other company sites as needed. Model company values to support a positive and aligned team culture. Perform other duties as assigned. Required Knowledge, Skills, and Abilities Strong customer service skills with a focus on delivering a positive end‑user experience Ability to recognize trends across multiple tickets and identify opportunities for process or service improvement Experience contributing to support quality through clear documentation and constructive feedback Demonstrated ability to work independently with minimal direction Education and Experience Required Associate's degree or equivalent practical experience 3-5 years of hands‑on IT support experience Proven background in Tier 2 troubleshooting and issue resolution Experience working in a ticket‑driven environment with service level expectations Preferred Familiarity with Microsoft 365 and cloud identity platforms Foundational understanding of ITIL principles Experience developing knowledge base content or contributing to process improvement initiatives

Pay:

$25.00 - $33.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person