Analyst II - Service Management

Advanced Troubleshooting: Provide second-line support for complex technical issues escalated from L1 support, including troubleshooting software, hardware, network, and system problems Incident Resolution: Investigate and resolve service requests related to desktop/laptop configurations, software installations, operating systems, network connectivity, and other IT-related issues System Configuration and Installation: Assist with the configuration, deployment, and installation of software and hardware, ensuring that all systems meet the organization s technical requirements and standards Escalation Handling: Escalate unresolved or critical issues to L3 support or other relevant technical teams while ensuring proper documentation of all troubleshooting steps and actions taken Remote Support: Provide remote support to end-users for troubleshooting and issue resolution, using remote desktop tools and other IT support software Root Cause Analysis: Perform detailed root cause analysis of recurring technical issues, identifying and implementing solutions to prevent reoccurrence Collaboration: Work closely with L1 support teams, IT infrastructure teams, and other departments to ensure efficient incident management and resolution Documentation: Maintain accurate and up-to-date records of incidents, including detailed descriptions of issues, solutions, and follow-up actions in the ticketing system (eg, ServiceNow, JIRA) Training and Knowledge Sharing: Provide guidance and training to L1 support team members on troubleshooting techniques, tools, and processes Contribute to knowledge base articles and documentation for internal use Performance Monitoring: Monitor system performance and alerts to proactively identify potential issues before they impact end-users, following established protocols Service Improvement: Provide feedback on processes, procedures, and tools, and contribute to continuous improvement initiatives aimed at increasing the efficiency and effectiveness of the support team Qualifications: bachelors degree in Information Technology, Computer Science, or a related field (or equivalent experience) 1-2 years of experience in IT support, troubleshooting, or a similar technical role Strong knowledge of operating systems (Windows, macOS, Linux) and experience troubleshooting system performance, software issues, and networking problems Familiarity with IT service management platforms (eg, ServiceNow, JIRA) and ticketing systems Excellent problem-solving and analytical skills with a methodical approach to diagnosing and resolving issues Ability to effectively communicate technical concepts to both technical and non-technical users Strong organizational and time-management skills, with the ability to handle multiple tickets and prioritize tasks effectively Ability to work we'll independently and as part of a team, collaborating with cross-functional teams as needed Strong attention to detail and documentation skills Preferred: IT certifications such as CompTIA A+, Microsoft Certified: Windows, Network+, or equivalent Experience with remote desktop and remote support tools Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN) Experience supporting cloud-based applications and services