Technology Service Center Analyst II
Advanced Windows 11, Windows Server & Infrastructure Support
Position Summary
The Technology Service Center Analyst II delivers advanced technical support—both remote and onsite—to small and medium-sized businesses. Serving as a key escalation point, this role focuses on resolving complex issues across Windows 11 environments, Windows Server systems, client–server applications, network infrastructure, and cloud platforms.
This position plays a vital role in maintaining a secure, stable, and high-performing IT environment while also mentoring junior technicians and contributing to continuous service improvement initiatives.
The ideal candidate is a proactive problem solver with strong communication skills and the ability to efficiently resolve technical challenges while supporting team development.
Key Responsibilities
Advanced Desktop, Application & Device Support
- Resolve escalated Help Desk tickets requiring Level 2 expertise
- Diagnose and troubleshoot complex Windows 11, application, and performance issues
- Support client–server applications (connectivity, authentication, dependencies)
- Install, configure, and maintain endpoints and peripherals (PCs, laptops, printers, VoIP devices, etc.)
- Troubleshoot Microsoft 365 application issues, sync errors, and user-level cloud problems
Windows Server & Client–Server Support
- Perform basic Windows Server troubleshooting (services, logs, performance, connectivity)
- Support file/print services and server-hosted applications
- Troubleshoot DNS, firewall rules, permissions, and service availability
- Escalate advanced server issues to senior engineering teams
Directory Services & System Administration
- Administer Active Directory (users, groups, permissions, Group Policy)
- Troubleshoot authentication and access issues
- Assist with workstation imaging, deployment, and endpoint configuration
- Support patching, monitoring, and escalation-level server troubleshooting
Network & Infrastructure Support
- Troubleshoot routers, switches, firewalls, and wireless access points
- Diagnose TCP/IP, DNS, DHCP, VLAN, VPN, and connectivity issues
- Monitor system and network performance to identify risks proactively
Cloud & Microsoft 365 Support
- Support Microsoft 365, Azure AD, and cloud-based services
- Troubleshoot identity, licensing, and synchronization issues
Documentation & Process Improvement
- Document troubleshooting steps, root causes, and resolutions
- Contribute to SOPs and internal knowledge base improvements
Team Collaboration & Mentorship
- Mentor and support Level 1 technicians
- Collaborate with senior engineers on escalations
- Participate in on-call rotation as needed
- Assist with projects and additional technical initiatives
Qualifications
Technical Skills
- 3+ years supporting Microsoft desktop environments (strong Windows 11 expertise)
- Experience with Windows Server troubleshooting (services, logs, roles, performance)
- Understanding of client–server environments and troubleshooting
- Strong networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs)
- Experience with Active Directory and Group Policy
- Experience with Microsoft 365 and Azure administration
- Familiarity with network hardware (routers, switches, firewalls, WAPs)
- Experience supporting macOS in mixed environments (preferred)
Professional Skills
- Strong analytical and problem-solving abilities
- Ability to manage multiple priorities in a fast-paced environment
- Excellent communication and customer service skills
- Self-motivated with the ability to work independently and in a team
- Flexibility to participate in after-hours/on-call support
Preferred Certifications
- CompTIA A+
- CompTIA Network+ (or equivalent)
