SUPPORT ANALYST II

Job Description

Job Description

Job Title: Support Analyst II

Department: Information Technology

General Summary

Under general supervision, the Support Analyst II is responsible for providing timely, effective, and user-focused technical support to ensure the continuity of business operations. This role functions as a Tier 2 support resource, responsible for advanced troubleshooting, issue escalation support, and resolving complex incidents that require deeper technical analysis.

Duties and Responsibilities

• Serves as an escalated point of contact for IT-related issues via phone, email, and ticketing systems.
• Track, document, and update incidents and service requests in the helpdesk system.
• Communicate updates, resolutions, and follow-ups to ensure high user satisfaction.
• Diagnose and resolve hardware, software, and connectivity issues.
• Identify root causes to help prevent recurring issues.
• Maintain IT inventory, warranties, and asset tracking systems.
• Support enterprise systems, including Windows OS, Microsoft 365, printers, and business applications.
• Provide user knowledge transfer and training as needed.
• Create and maintain knowledge base articles, FAQs, and user guides.
• Contribute to improving IT processes, workflows, and service delivery.
• Programs, implements, and documents technical hardware staging and software installation.
• Perform computer hardware and software maintenance as needed and instructed.
• Provide remote and on-site support across multiple locations.
• Participate in infrastructure technology enhancements and rollouts.
• Support and assist with the Microsoft 365 environment as well as its applications.
• Support board meetings, executive event setup, and live-streaming operations.
• Assist with email security, spam filtering, and mailbox management.
• Assist with employee onboarding and equipment training.
• May be required to be on call 24/7, including after business hours, weekends, and holidays.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

• Bachelor’s degree in information technology, Computer Science, or related field.
• An equivalent combination of certifications and experience may be substituted for the minimum requirements.
• Preferred: 3–5+ years of experience in Tier 1 or Tier 2 IT support, service desk operations, or systems administration.
• Experience supporting and knowledge of Microsoft 365 and Windows-based environments.
• Foundational knowledge of networking concepts such as TCP/IP, DNS, and DHCP.
• Experience developing and delivering training modules.
• Experience with hardware staging, deployment, and maintenance.
• Experience with logging and routing in helpdesk/ticketing systems.
• Experience with performing in-depth root cause analysis for recurring or high-impact incidents.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to manage time and projects with minimal supervision.
• Must be able to lift IT equipment.

SMART is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age

THE AUTHORITY RESERVES THE RIGHT TO REVISE OR CHANGE THIS JOB DESCRIPTION AT ANY TIME.