SCIGON
IT Support Analyst II-GSD
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IT Support Analyst II-GSD
About the Company
A rapidly growing global technology organization is seeking talented professionals to support and enhance enterprise IT operations. The company delivers innovative technology solutions to customers worldwide and operates within a modern, fast-paced, technology-driven environment. With a strong commitment to operational excellence, security, and continuous improvement, the organization offers employees the opportunity to work on impactful initiatives while supporting a global workforce.
About the Role
As an IT Support Analyst II (Level 2), you will handle higher-complexity issues, reduce escalations, and actively improve knowledge management systems. Operating with a high degree of independence, you will serve as a trusted problem solver and critical escalation point for the IT team. Your primary focus will be advanced troubleshooting, issue resolution, process improvement, and knowledge expansion.
In this role, you will independently manage most support requests, make decisions within established IT standards, and contribute to projects such as device refresh initiatives, technology rollouts, and office support activities.
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What You'll Do
Advanced Resolution
- Troubleshoot complex operating system, networking, and identity management issues.
- Resolve technical escalations from Level 1 support analysts.
- Investigate recurring incidents, identify root causes, and implement long-term solutions.
Knowledge Ownership
- Create and maintain Knowledge Base (KB) articles for new or unique issues.
- Identify opportunities to reduce support volume through self-service tools and improved documentation.
- Contribute to automation initiatives that streamline repetitive IT tasks.
Service Health Awareness
- Monitor support trends and identify indicators of broader service degradation.
- Proactively escalate patterns and trends impacting service performance.
Mentorship
- Support and guide Level 1 analysts in resolving complex technical issues.
- Assist with onboarding and mentoring new team members.
Required Qualifications
- Proven experience in IT Support, Help Desk, Desktop Support, or a related technical support role.
- Strong knowledge of operating systems, networking fundamentals, and identity management technologies.
- Demonstrated ability to work independently, manage priorities, and make sound decisions within established IT standards.
- Strong troubleshooting and root-cause analysis skills.
- Excellent written and verbal communication skills.
- Experience creating technical documentation and knowledge articles.
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Preferred Qualifications
- Experience leading or supporting small-scale IT projects such as office technology deployments, device refreshes, or lifecycle management initiatives.
- Familiarity with enterprise identity, endpoint management, and productivity platforms such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar technologies.
- Experience with scripting, automation, or process improvement initiatives.
Success Metrics
- Consistently high First Contact Resolution (FCR) rates for complex support issues.
- Meaningful contributions to knowledge management that reduce support demand through ticket deflection.
- Successful execution of small-scale IT initiatives and projects.
- Positive impact on operational efficiency, support quality, and service delivery.
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