Overview

We are seeking a skilled and customer-focused Technical Support Analyst II to provide advanced technical support to end-users. This role serves as the escalation point for complex issues that cannot be resolved at the Tier I level. The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and the ability to work independently while supporting a wide range of IT systems and applications.

Key Responsibilities

• Technical Support
  • Provide second-level support for hardware, software, and network issues.
  • Troubleshoot and resolve escalated tickets from Help Desk I staff.
  • Assist with installation, configuration, and maintenance of desktop systems and applications.

• System Administration Assistance
  • Support user account management, permissions, and access controls.
  • Perform routine maintenance tasks such as updates, patches, and backups.
  • Assist in monitoring system performance and security.
• Customer Service
  • Communicate effectively with end-users to understand and resolve technical issues.
  • Document solutions and provide clear instructions to users.
  • Deliver training and guidance on IT best practices when needed.
• Collaboration & Escalation
  • Work closely with Systems Administrators and IT staff to resolve complex problems.
  • Escalate unresolved issues to Tier III or specialized teams as appropriate.
  • Contribute to knowledge base documentation for recurring issues.
• Continuous Improvement
  • Identify opportunities to improve support processes and efficiency.
  • Stay current with emerging technologies and recommend improvements.
  • Participate in IT projects and system upgrades as assigned.

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2–4 years of experience in IT support or help desk roles.
• Strong knowledge of Windows and/or macOS environments, Microsoft Office, and common business applications.
• Familiarity with networking basics (TCP/IP, DNS, DHCP) and remote support tools.
• Excellent problem-solving, communication, and customer service skills.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Desktop Support Technician) are a plus.