IT User Support Analyst II

The IT User Support Analyst II provides end user technical support for desktop operating systems and company-standard applications within a Windows-based corporate network environment. This role is responsible for supporting users and endpoints, assisting with IT lifecycle management, identifying and addressing cybersecurity threats, and contributing to IT projects, documentation, and user training activities.
Key Responsibilities
End User Support
Provide Tier I and Tier II technical support for onsite and remote users.
Support Windows operating systems, desktop applications, and business applications through phone, in-person, and remote support.
Diagnose and resolve technical issues using remote support tools and troubleshooting best practices.
Support desktop applications including Microsoft Office 365, Adobe Reader, Java, and other standard business applications.
Provide support for mobile devices, including iOS devices.
Endpoint Lifecycle Management
Assist with system deployment and setup activities.
Perform software installations, upgrades, patches, and updates.
Support user data migration efforts.
Conduct hardware repairs and manage hardware disposition processes.
Maintain endpoint lifecycle management from deployment through disposition.
Cybersecurity & Compliance
Help identify and resolve cybersecurity threats.
Maintain and report compliance with company policies and cybersecurity requirements.
Support implementation of cybersecurity best practices and threat remediation activities.
Project Support
Participate in IT projects including needs analysis, solution design, data normalization, validation, and testing.
Organize and execute user support and endpoint configuration projects as required.
Assist in developing, maintaining, and updating technical documentation.
Support user training initiatives and knowledge-sharing activities.
Support onsite and remote users with up to 10% travel as required.
Requirements
Education & Experience
Bachelor's degree in Information Technology or a related technical field, or equivalent related experience.
Minimum of 3 years of hands-on IT end user support experience beyond educational requirements.
Relevant industry certifications such as Microsoft, ITIL, CompTIA, or similar.
Technical Skills
Experience with IT service desk platforms such as ServiceNow, Remedy, or Zendesk.
Experience with remote support tools including Microsoft Teams, TeamViewer, Remote Desktop Protocol (RDP), and PDQ Connect.
AI utilization experience with tools such as Copilot, Claude, and Scribe.