<span>Service Desk Support Analyst II</span>

Road Safety Services - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Heavy and Civil Engineering Construction

About the position

The Service Desk Support Analyst II role at RSS involves providing comprehensive IT support to employees, both remotely and on-site. This position is crucial for troubleshooting and resolving complex technical issues related to software, hardware, and network systems, ensuring smooth operations within the company. The analyst will also play a key role in training junior staff and improving support processes.

Responsibilities

• Provide remote assistance to employees via phone, email, or remote desktop tools.
• Troubleshoot and resolve complex software, hardware, and network issues efficiently.
• Log all interactions, troubleshooting steps, and resolutions in the ticketing system.
• Provide on-site assistance to employees.
• Perform hands-on hardware installations, upgrades, and replacements, including computers, servers, and peripherals.
• Set up and maintain physical network components, such as switches, routers, and cabling.
• Assist with IT setup during office relocations or new office launches.
• Conduct inventory management and document IT assets.
• Manage and troubleshoot identity systems, particularly Microsoft Entra ID (formerly Azure AD).
• Support tasks such as user provisioning, group management, SSO, and MFA troubleshooting.
• Work closely with other IT team members and departments to resolve escalated issues.
• Train and mentor Tier I support staff to enhance their skills and efficiency.
• Identify trends in support requests to recommend process or technology improvements.
• Develop and maintain internal documentation and knowledge bases for common issues and solutions.

Requirements

• 4+ years of experience in IT support, with at least 2 years in a Tier II or similar role.
• Experience managing and troubleshooting Microsoft Entra ID (formerly Azure AD).
• Proven ability to balance desk-based remote support with on-site and manual IT responsibilities.
• Experience with Microsoft 365 administration and cloud platforms.
• IT certifications such as CompTIA, Microsoft, or ITIL are a plus.
• Proficient in remote troubleshooting tools, ticketing systems, and IT asset management.
• Strong technical and problem-solving skills across hardware, software, and network environments.

Nice-to-haves

• IT certifications such as CompTIA, Microsoft, or ITIL are a plus.