IT Support Analyst II

• Provide first-level technical support for hardware, software, operating systems, mobile devices, printers, and Microsoft 365 applications by diagnosing and resolving end-user issues in a timely and professional manner.
• Manage the complete lifecycle of company endpoint devices, including asset inventory, imaging, configuration, deployment, maintenance, troubleshooting, repairs, and equipment replacement.
• Administer user accounts and Identity and Access Management (IAM) functions, including onboarding and offboarding employees, password resets, Multi-Factor Authentication (MFA), security group management, and Microsoft Entra ID administration.
• Support and maintain Microsoft 365 services, including Outlook, Teams, Word, Excel, SharePoint permissions, licensing, and user mailbox administration to ensure business continuity.
• Create, maintain, and continuously improve Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles to promote consistent service delivery and operational efficiency.
• Accurately document all service requests, troubleshooting activities, resolutions, and system changes within the IT service management platform, ensuring complete and searchable support records.
• Follow established IT governance, security standards, and change management procedures by adhering to approved system configurations, submitting change requests for non-standard deployments, and maintaining compliance with organizational policies.
• Participate in IT infrastructure projects, system upgrades, hardware refresh initiatives, and after-hours maintenance activities as assigned, while providing exceptional customer service and contributing to the continuous improvement of IT operations.
• Other job-related duties as assigned.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity , or a related technical field required.
• Two (2) to four (4) years of experience in an IT service desk, technical support, systems administration, or IT analyst role supporting enterprise users and business technology environments.
• Experience administering Microsoft 365, Microsoft Entra ID (Azure Active Directory), Windows 10/11, endpoint management, and identity and access management (IAM) processes.
• Demonstrated experience troubleshooting hardware, software, networking, and end-user technology issues while providing exceptional customer service in a structured IT support environment.
• Experience documenting technical procedures, developing standard operating procedures (SOPs), maintaining knowledge bases, and adhering to IT governance and change management processes.
• Working knowledge of IT infrastructure, networking fundamentals (TCP/IP, DNS, DHCP, VPN), system integration, and evaluating technology solutions to support business operations.
• Experience participating in IT projects involving system implementations, upgrades, testing, deployment, process improvement, or infrastructure enhancements is preferred.
• Equivalent combination of education, technical certifications (e.g., CompTIA A+, Network+, Microsoft Fundamentals, or Microsoft Certified: Modern Desktop Administrator), and relevant work experience may be considered.

• Strong knowledge of Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Entra ID (Azure AD), endpoint administration, and IT service management best practices.
• Proficient troubleshooting skills with the ability to diagnose and resolve hardware, software, operating system, networking, and user access issues efficiently and accurately.
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN connectivity, wireless networking, and basic Windows Server administration.
• Ability to manage multiple priorities, organize workload effectively, and consistently meet service level expectations in a fast-paced environment.
• Strong customer service and interpersonal skills with the ability to communicate technical concepts clearly and professionally to users with varying levels of technical knowledge.
• Excellent analytical and critical thinking skills with the ability to identify root causes, evaluate alternative solutions, and implement effective resolutions.
• Ability to create, maintain, and follow detailed technical documentation, standard operating procedures (SOPs), and knowledge base articles with a high degree of accuracy.
• Knowledge of IT governance, cybersecurity principles, identity and access management (IAM), and change management practices to ensure secure and compliant technology operations.
• Strong attention to detail, organizational skills, and commitment to maintaining accurate records, documentation, and asset inventories while ensuring adherence to established processes.
• Ability to work independently and collaboratively within a team environment, maintain confidentiality of sensitive information, adapt to changing technologies and priorities, and provide dependable support during projects and after-hours maintenance activities as needed.
• Intermediate use of computers and Microsoft Office Suite Applications such as Word, Excel, Power Point, Outlook.

The work environment characteristics described here represent those an employee may encounter while performing this job's essential functions.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Sedentary work.

Close visual acuity to perform an activity such as preparing and analyzing data and figures and viewing a computer terminal. =Sufficient clarity of speech and hearing or other communication capabilities, which permits the employee to communicate effectively on the telephone and in person.

Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to frequently operate a personal computer (estimated 80%-100% of the typical workday) and other office equipment.

Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to work at a computer workstation for an extended period, with the ability to move around the office considered to be approximately 100% of the workday.

• Standing for long periods of time, climbing up and down ladders, bending, grasping, sitting, pulling, pushing, stooping, and stretching are generally required to perform the functions of this position.
• Must be able to lift up to 35 lbs. unassisted.
• Noisy environments. Occasionally
• Hazardous conditions. Occasionally
• Small and/or enclosed spaces. Occasionally
• Operating machinery and/or power tools. Occasionally
• Repeating motions that may include the wrists, hands and/or fingers. Occasionally
• Adjusting or moving objects up to 25 pounds in all directions. Occasionally
• Remaining in a stationary position, often standing or sitting for prolonged periods. Constantly
• Moving about to accomplish tasks or moving from one worksite to another.
• Sedentary work that primarily involves sitting/standing Constantly
• Moving self in different positions to accomplish tasks in various environments including tight and confined spaces. Occasionally
• Light work that includes moving objects up to 20 pounds. Occasionally
• Medium work that includes moving objects up to 50 pounds. Occasionally
• Heavy work that includes moving objects up to 100 pounds or more. Occasionally
• Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like. Occasionally

• Employment is contingent upon successful completion of a criminal background check.
• Must be able to provide own transportation between work locations.
• Must be able to work various hours and locations based on business needs.
• Must be a U.S. Citizen due to federal contract requirements.
• Successful applicant must meet ITAR requirements.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other associates.

This job description in no way states or implies that these are the only duties to be performed by the incumbent of this position.

Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by the supervisor in compliance with federal and state Laws.

are representative of minimum levels of knowledge, skills and/or abilities.

To perform this job successfully, the incumbent must possess the abilities or aptitudes to perform each duty proficiently.

No Agencies please.