Technical Support Analyst, Level II

Job Title: IT Technical Support Analyst, Level II

Work Location: Remote or hybrid if near CO/VA offices

Labor Category: Non-Exempt

Clearance Level:  Secret

Travel: N/A

About the Role 

The Technical Support Level 2 Analyst serves as a primary point of contact for THTBC employees and is responsible for receiving incoming technical support calls and other service desk contacts, rapidly assessing the user's issue, performing effective triage, and resolving the issue during the initial interaction whenever practical. This position is expected to provide knowledgeable, professional, and customer-focused technical support while maintaining a strong emphasis on First Call Resolution (FCR), accurate ticket documentation, timely response, and ownership of the user experience.

The Technical Support Level 2 Analyst provides hands-on support for Microsoft Windows endpoints, Microsoft 365 Commercial services, Microsoft Entra ID and Active Directory account issues, remote access, networking and connectivity, approved applications, printers, peripherals, mobile devices, and other end-user technologies. The role requires broad technical knowledge, disciplined troubleshooting, and the ability to distinguish between issues that can be resolved immediately and those that require escalation to Systems Engineering, Cybersecurity, application owners, vendors, or other specialized resources.

A core expectation of this position is to maximize First Call Resolution without compromising security, accuracy, or established escalation requirements. The Analyst must ask effective diagnostic questions, gather complete information, identify business impact and urgency, use available tools and knowledge resources, perform appropriate remediation, validate the result with the user, and document the complete resolution. When escalation is necessary, the Analyst is responsible for ensuring the ticket contains sufficient troubleshooting history, technical detail, impact information, and supporting evidence to enable an efficient handoff.

Working closely with the IT Technical Support Lead Analyst, IT leadership, Systems Engineering, Cybersecurity, and other technical teams, the Technical Support Level 2 Analyst helps maintain a responsive, secure, measurable, and continuously improving service desk. The position contributes to knowledge management, service quality, user education, ticket trend identification, documentation, and process improvement while supporting THTBC's business operations and federal contracting requirements.

What You'll Be Doing

• Serve as a primary point of contact for incoming IT support calls and service desk contacts from THTBC employees, subsidiaries, remote users, and authorized support populations.
• Answer incoming support calls promptly and professionally, establish ownership of the issue, and maintain effective communication with the user throughout diagnosis, resolution, or escalation.
• Perform immediate technical triage by identifying the affected user, device, system, application, location, business impact, urgency, symptoms, recent changes, and any security or compliance considerations.
• Accurately determine ticket type, category, priority, severity, impact, urgency, assignment, and escalation path in accordance with established IT Service Management (ITSM) procedures.
• Maintain a strong focus on First Call Resolution (FCR) by using structured troubleshooting, approved support tools, knowledge articles, prior ticket history, technical documentation, and sound technical judgment to resolve issues during the initial interaction whenever feasible.
• Balance FCR objectives with security, compliance, change-control, and escalation requirements; do not bypass required controls or perform unauthorized actions solely to achieve a first-contact resolution metric.
• Troubleshoot and resolve Level 1 and Level 2 end-user incidents and service requests involving hardware, software, identity, authentication, applications, connectivity, collaboration tools, peripherals, and remote-access technologies.
• Provide support for Microsoft Windows 10/11 workstations, laptops, desktops, docking stations, monitors, printers, scanners, webcams, headsets, conference-room equipment, and other approved end-user technology.
• Support Microsoft 365 Commercial users, including Outlook, Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, Microsoft 365 Apps, and related collaboration services within the user's authorized environment.
• Troubleshoot Microsoft Entra ID and Active Directory user issues including password resets, account lockouts, authentication failures, group membership, approved access requests, Multi-Factor Authentication (MFA), Single Sign-On (SSO), and related identity concerns.
• Verify user identity using approved procedures before performing password resets, account changes, access-related actions, or other activities that could affect security or data access.
• Troubleshoot remote-work and connectivity issues involving VPN, Wi-Fi, wired connectivity, DNS, DHCP, TCP/IP configuration, remote desktop, virtual desktop, secure remote access, and related technologies within the Analyst's authorized scope.
• Use approved remote-support technologies to connect to user devices, observe symptoms, collect information, perform troubleshooting, make authorized configuration changes, and validate successful restoration of service.
• Troubleshoot software installation, application errors, operating system problems, profile issues, performance degradation, browser issues, printing, device drivers, file access, mapped resources, and common enterprise application problems.
• Support endpoint enrollment, device configuration, application deployment, compliance status, software distribution, updates, and related endpoint-management activities using Microsoft Intune, Microsoft Configuration Manager, or other approved tools as implemented by the organization.
• Support endpoint security controls such as antivirus/anti-malware, Endpoint Detection and Response (EDR), disk encryption, device compliance, application controls, patching, and other security technologies within assigned permissions and procedures.
• Recognize and immediately escalate suspected phishing, malware, compromised accounts, unauthorized access, data exposure, suspicious authentication, abnormal endpoint behavior, or other potential cybersecurity incidents according to established procedures.
• Follow least-privilege principles, approved administrative practices, identity-verification requirements, data-handling procedures, and access-control standards when providing technical support.
• Support THTBC's NIST SP 800-171 and Cybersecurity Maturity Model Certification (CMMC) responsibilities by following applicable procedures for access control, authentication, endpoint security, media handling, incident reporting, configuration, and protection of sensitive information.
• Ensure Federal Contract Information (FCI), Controlled Unclassified Information (CUI), credentials, proprietary information, and other sensitive data are handled only within approved systems and environments and are not transferred to unauthorized platforms or services.
• Create a complete ticket for each support interaction when required and document the user's issue, impact, troubleshooting performed, actions taken, results, resolution, escalation details, and follow-up requirements in clear technical language.
• Maintain ticket ownership until the issue is resolved or formally transferred to the correct resolver group, ensuring the user understands the next step and that the receiving team has sufficient information to continue work without unnecessary repetition.
• Escalate tickets only after completing appropriate Level 2 troubleshooting or when required by severity, security, permissions, system ownership, specialized expertise, contractual requirements, or established escalation procedures.
• Ensure escalated tickets include reproducible symptoms, relevant error messages, screenshots or logs when appropriate, troubleshooting history, device and user information, business impact, urgency, and a clear statement of the assistance required.
• Monitor assigned and team ticket queues throughout the workday and respond to new, aging, reopened, or high-priority tickets within established service levels and operational expectations.
• Support priority incidents and outages by rapidly gathering user-impact information, identifying common symptoms, documenting affected users or locations, following communications procedures, and assisting technical teams with service restoration.
• Validate resolution with the user before closing tickets when appropriate and confirm that the original business function or technical capability has been restored.
• Identify opportunities to improve First Call Resolution, reduce unnecessary transfers, decrease repeat contacts, shorten resolution time, and improve the overall customer experience.
• Use service desk performance measures such as FCR, response time, resolution time, ticket aging, reopen rate, transfer or escalation rate, customer satisfaction, and SLA attainment to understand and improve personal support performance.
• Identify recurring incidents, common user errors, repeated technical failures, and support trends and communicate them to the IT Technical Support Lead Analyst or appropriate technical team for problem management and corrective action.
• Create, update, and use knowledge base articles, troubleshooting guides, frequently asked questions, quick-reference materials, standard responses, and other documentation that improves consistent resolution and FCR.
• Share technical knowledge with other Technical Support Analysts and contribute useful troubleshooting discoveries, known fixes, workarounds, and lessons learned to the service desk knowledge base.
• Follow Standard Operating Procedures (SOPs) for technical support, ticket handling, account support, onboarding, offboarding, device support, escalation, cybersecurity reporting, and other assigned service desk activities.
• Support employee onboarding by assisting with device readiness, approved applications, account access validation, MFA, peripherals, remote-access requirements, and orientation to supported technology services.
• Support employee transfers and offboarding by assisting with approved account, access, device, licensing, asset-return, and documentation activities within assigned responsibilities.
• Maintain accurate hardware and user-assignment information for supported laptops, desktops, monitors, peripherals, mobile devices, and other technology assets handled through the service desk.
• Assist with device staging, imaging, configuration, deployment, replacement, repair, return, warranty coordination, inventory, and lifecycle activities as assigned.
• Provide clear end-user guidance and basic training on Microsoft 365, collaboration tools, remote-work technologies, cybersecurity practices, approved self-service capabilities, and other supported technologies.
• Communicate known outages, workarounds, maintenance impacts, security notices, planned changes, and service restoration information to users in accordance with IT communication procedures.
• Provide professional and responsive support to executives, managers, remote personnel, field users, and employees with varying levels of technical knowledge, adapting communication to the user's needs without sacrificing technical accuracy.
• Remain calm and effective during high call volumes, major incidents, urgent executive requests, frustrated-user interactions, and other time-sensitive situations while maintaining service quality and proper documentation.
• Coordinate with Systems Engineering, Cybersecurity, networking personnel, application administrators, vendors, managed service providers, and other resolver groups when issues exceed service desk authority or technical scope.
• Participate in testing and support-readiness activities for new technologies, application changes, endpoint updates, security changes, and other initiatives that may generate user-support demand.
• Use approved enterprise AI and automation tools responsibly to assist with troubleshooting research, ticket summarization, knowledge creation, documentation, and service desk efficiency while protecting organizational and sensitive information.
• Identify repetitive support tasks that may be standardized, automated, documented, or shifted to self-service and provide recommendations to the IT Technical Support Lead Analyst or IT leadership.
• Participate in scheduled maintenance, after-hours support, emergency response, and on-call activities when required to support outages, critical incidents, cybersecurity events, or organizational operations.
• Perform other technical support, service desk, endpoint, documentation, cybersecurity-support, and IT operational duties as assigned in support of organizational objectives.

What We're Looking For

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related technical field; an equivalent combination of education, technical training, certifications, and relevant professional experience may be considered.
• Minimum of 3 years of progressively responsible experience in IT technical support, service desk, desktop support, endpoint support, help desk, or a closely related IT discipline.
• Demonstrated experience providing Level 2 technical support and independently resolving end-user incidents that require troubleshooting beyond basic scripted or Level 1 support.
• Experience working in a high-volume service desk or support environment where telephone calls, remote support, ticket queues, prioritization, and timely customer communication are core responsibilities.
• Demonstrated ability to achieve strong First Call Resolution through effective questioning, problem isolation, use of technical resources, disciplined troubleshooting, and validation of the final resolution.
• Experience using an IT Service Management (ITSM) or ticketing platform and working with incident, request, escalation, priority, severity, SLA, knowledge-management, and ticket-closure processes.
• Demonstrated experience supporting Microsoft Windows 10/11 desktops and laptops, common hardware, printers, peripherals, user profiles, device drivers, and enterprise applications.
• Experience supporting Microsoft 365 Commercial and/or Microsoft 365 GCC High services, including Outlook, Microsoft Teams, OneDrive, SharePoint Online, Exchange Online, and Microsoft 365 Apps.
• Experience supporting Microsoft Active Directory and Microsoft Entra ID user accounts, groups, password resets, authentication, MFA, account lockouts, and identity-related troubleshooting.
• Experience using enterprise remote-support tools to diagnose and resolve user issues across geographically distributed or remote work environments.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, wired networking, remote connectivity, and basic network troubleshooting as they relate to end-user support.
• Experience with endpoint-management technologies such as Microsoft Intune, Microsoft Configuration Manager, or comparable tools for device configuration, application deployment, inventory, compliance, and support.
• Working knowledge of endpoint security technologies including antivirus/anti-malware, Endpoint Detection and Response (EDR), disk encryption, patching, device compliance, and secure endpoint practices.
• Demonstrated ability to recognize cybersecurity concerns and follow proper escalation procedures for phishing, malware, compromised credentials, unauthorized access, suspicious activity, and possible data exposure.
• Working knowledge of least privilege, identity verification, MFA, account security, secure data handling, access controls, and other cybersecurity fundamentals applicable to technical support.
• Familiarity with NIST SP 800-171, Cybersecurity Maturity Model Certification (CMMC), Federal Contract Information (FCI), and Controlled Unclassified Information (CUI) requirements as they relate to end-user support is strongly preferred.
• Strong customer-service and call-handling skills with the ability to listen actively, ask concise diagnostic questions, explain technical information clearly, manage expectations, and maintain professionalism with users at all technical skill levels.
• Strong analytical, troubleshooting, problem-solving, prioritization, time-management, and organizational skills with the ability to manage simultaneous calls, tickets, and service requests in a fast-paced environment.
• Ability to create clear, complete, and technically accurate ticket notes, troubleshooting documentation, knowledge articles, user instructions, and escalation summaries.
• Ability to work independently while also collaborating effectively with the IT Technical Support Lead Analyst, Systems Engineering, Cybersecurity, networking, application teams, vendors, and other technical resources.
• Ability to participate in scheduled after-hours maintenance, emergency response, and on-call support as required.
• Must be able to successfully complete applicable employment screening, background investigation, and security requirements associated with the position and the organization's federal contracts, and must be legally authorized to work in the United States.
• Must possess an active U.S. Government security clearance or be able to obtain a clearance at the level required for assigned contracts and responsibilities and must be able to maintain the required clearance throughout employment. Candidates must also meet all applicable eligibility, background investigation, and security requirements associated with supporting U.S. federal government and Department of Defense contracts.

Physical Demands & Work Environment

• Ability to work in office or remote environments with prolonged computer use.
• Ability to travel domestically up to 20% as business needs require.
• Ability to lift, move, stage, and install computer equipment weighing up to 35 pounds occasionally.