Service Desk Analyst II

Job Summary

A company is looking for a Service Desk Analyst II to independently resolve complex incidents and mentor junior staff.

Key Responsibilities

• Independently resolve complex incidents, owning tickets end-to-end with thorough documentation
• Provide escalation support to junior staff, ensuring compliance with SOP standards
• Troubleshoot advanced identity and authentication issues, and execute Intune configuration changes

Required Qualifications

• U.S. citizenship and eligibility for a Secret clearance
• 4+ years of experience in IT support or technical support roles
• Strong working knowledge of Entra ID, Intune, and Microsoft 365 administration
• CompTIA Security+ certification required within 6 months of hire if not already held
• Strong ticket hygiene and documentation discipline