IT Analyst - Tier 2 Technical Support

IT Analyst - Tier 2 Technical Support - Permanent - New York City, NY- $90,000 - $105,000
The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position. The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.

Our client is seeking an IT Analyst - Tier 2 Technical Support in New York City, NY
Role Description
This role is part of our global IT support function and is responsible for providing first & second-line technical support to end users across the organization. The successful candidate will play a key role in ensuring a seamless and responsive IT experience for our employees. Serve as the first point of contact for end-user IT support requests via phone, email, and ticketing systems.

Troubleshoot and resolve issues related to Windows 10/11, Mac OS X, Microsoft 365, and common enterprise applications. Provide support for OS, enterprise applications, utilities, and basic server OS troubleshooting. Support desktops, laptops, mobile devices, PCs, printers, and peripherals. Perform user account management tasks (e.g., Active Directory, Exchange, Azure AD), including provisioning and group management. Utilize remote support tools (e.g., SCCM, Patch My PC, Altiris SMA, Intune, Beyond Trust (Bomgar)) to resolve issues efficiently.

Escalate complex or unresolved issues to Level 3 support teams. Troubleshoot system alerts and escalate when required. Document incidents, resolutions, and detailed troubleshooting records; contribute to the IT knowledge base. Assist with hardware setups, software installations, and system imaging. Maintain accurate records of IT assets and ensure compliance with internal policies. Support Mac & Windows device deployment and management, including enrolment, configuration, and lifecycle maintenance.

Ensure Mac & Windows security compliance in line with corporate policies and industry best practices. Administer and support Apple Business Essentials for device management and user provisioning. Follow ITSM and HAM processes. Collaborate with the Global EUC Team, Infrastructure Engineering, and Application Support Team. Participate as a technical resource for incident response, disaster recovery, and testing. Provide out-of-office support, queue monitoring, including basic technical support and issue resolution, while communicating with the on-call team.

Assist with remediation of identified vulnerabilities. Provide user training on systems and applications. Provide assistance to local office supporting teams when required. Skills & Requirements
3+ years of experience in a technical support or helpdesk environment. Degree in IT, an IT apprenticeship, or relevant work experience
Proficiency in supporting Windows and Mac OS X operating systems. Experience with Mac device deployment, management, and security compliance. Familiarity with Microsoft 365, Active Directory, and basic networking concepts.

Experience using inTune, Patch My PC, or Altiris SMA for software deployment and patch management. Strong communication and customer service skills. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. A relevant IT certification (e.g., CompTIA A+, ITIL Foundation) is a plus. Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk). Exposure to mobile device management (MDM) platforms. Familiarity with Apple Business Essentials. Basic scripting knowledge (e.g., PowerShell) is a bonus. Must-Have Skills
Strong Tier 2 troubleshooting experience.

Experience supporting users in a corporate environment. Excellent customer service and communication skills. Mature, professional, and polished demeanor. Ability to support senior leaders and executives. Windows desktop support experience. Ability to work independently and in a fast-paced environment. Strong learning agility and willingness to take initiative. Comfortable working onsite five days per week. ServiceNow experience. AV/conference room support experience. Intune exposure. AI, Copilot, or emerging technology exposure.

Mac support experience (not required because the environment is 98-99% Windows). Experience with project work outside traditional service desk responsibilities. Experience working in small to mid-sized organizations where responsibilities are broader. Benefits/Other Compensation
Medical, Dental, Life Insurance, 401K. Why Hays? You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers.

You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it. Nervous about an upcoming interview? Unsure how to write a new resume? Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting. Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees.

We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'. We also believe that actions speak louder than words.

In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us. In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company.

Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text . Drug testing may be required; please contact a recruiter for more information.
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