Level II - IT Support Analyst

Description
Level II - IT Support Analyst (Contract-to-Hire)
Location: Hartford, CT 06103 (Fully Remote)
Job Type: Contract-to-Hire
Duration: 90-Day Contract-to-Hire
Compensation: Up to $35.00/hour
Schedule: Monday-Friday, 40 Hours Per Week
Overview
We are seeking a Level II IT Support Analyst to join a remote IT support team. This position is ideal for a candidate with experience supporting Microsoft environments, user administration, email systems, and escalated technical support requests.
The successful candidate will be responsible for handling a combination of Microsoft 365 administration, user account management, identity and access support, email administration, troubleshooting, and ticket resolution. The ideal candidate can work independently, learn new processes quickly, and provide exceptional support to end users.
Responsibilities

• Troubleshoot and resolve Tier II support requests.
• Support Microsoft 365 administration and user management activities.
• Manage user accounts, permissions, security groups, and access requests.
• Administer distribution groups, distribution lists, and shared resources.
• Support email-related administration and troubleshooting.
• Execute and troubleshoot PowerShell scripts.
• Assist with cloud and on-premises user administration tasks.
• Work tickets through a ServiceNow-based support environment.
• Escalate complex issues when appropriate.
• Document troubleshooting steps, procedures, and resolutions.
• Collaborate with team members in a fully remote environment.
• Support onboarding and offboarding activities.

Technical Environment
Experience with some or all of the following technologies is preferred:

• Microsoft 365
• Office 365
• Exchange Online
• Active Directory
• Microsoft Entra ID (Azure AD)
• PowerShell
• ServiceNow
• Azure
• Windows 10 / Windows 11
• Identity & Access Management
• Distribution Groups
• Distribution Lists

Requirements
Required Qualifications

• 3+ years of IT Support, Service Desk, Systems Administration, or Help Desk experience.
• Experience supporting Microsoft 365 environments.
• Experience with Active Directory and user account administration.
• Experience managing permissions, groups, and access requests.
• Experience working within a ticketing system.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently in a remote environment.

Preferred Qualifications

• Exchange Online experience.
• Microsoft Entra ID (Azure AD) experience.
• PowerShell experience.
• ServiceNow experience.
• Experience supporting hybrid cloud environments.
• Experience with identity and access management.
• Experience supporting email systems and distribution groups.
• Microsoft certifications are a plus.

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