IT Support Analyst II

Pay Range: $49.12hr - $54.12hr Job Overview: The IT Support Analyst Level 2 provides advanced technical support to end users, resolving escalated incidents and service requests that exceed Level 1 capabilities. This role serves as a critical escalation point, performing root cause analysis, implementing solutions across hardware, software, and network environments, and ensuring timely resolution in accordance with established SLAs.

Key Responsibilities: Receive and resolve escalated incidents from Level 1 support, diagnosing complex hardware, software, networking, and application issues. Perform advanced troubleshooting of Windows and macOS platforms including OS-level diagnostics, driver conflicts, and system performance issues. Administer and support enterprise tools including Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms (e.g., SCCM, Intune, JAMF). Execute IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment.

Manage and prioritize incident and service request queues within ServiceNow, ensuring adherence to SLA response and resolution targets. Support conference room AV equipment including Teams Rooms and Zoom Rooms, printers, and peripheral devices. Document resolutions, update knowledge base articles, and contribute to standard operating procedures. Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required. Participate in asset lifecycle management including imaging, deployment, tracking, and decommissioning.

Provide VIP/executive support as needed, ensuring XX-glove service delivery. Identify recurring issues and recommend process improvements or automation opportunities.

Required Qualifications: 2 4 years of experience in an IT support or helpdesk environment. Strong working knowledge of Windows 10/11 and macOS platforms. Experience with Active Directory, Azure AD, and Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams). Familiarity with ITIL framework and incident/problem/change management processes. Proficiency with ServiceNow for incident, request, and change management. Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools. Working knowledge of Microsoft Teams and Zoom administration and troubleshooting. Strong analytical and problem-solving skills with the ability to perform root cause analysis. Strong verbal and written communication skills with a customer-service orientation.

Preferred Qualifications: ITIL v4 Foundation certification. CompTIA A+, Network+, or equivalent certifications. Jamf Certified Associate or Jamf Certified Tech. Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent. Experience supporting VPN, network printing, and enterprise wireless environments. Familiarity with scripting (PowerShell, Bash) for task automation. Experience in a manufacturing, semiconductor, or enterprise corporate environment.

Work Environment: On-site support during standard business hours. Due to nature of job The candidate must have Ability to lift and transport IT equipment up to 50 lbs.

Benefits: Our Benefits Include: Medical, Dental, and Vision Insurance 401(k) Retirement Plan Health Savings Account (HSA) Disability Insurance (Short-Term and Long-Term) Life and AD&D Insurance Paid Sick Leave (where required by applicable state or local law) Supplemental Insurance Plans Identity Theft Protection Pet Insurance Employee Wellness Programs Employee Assistance Program (EAP) Career Growth and Professional Development Opportunities Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location.

Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws. About Cynet Systems Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada.

We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia. As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers.

Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.