AI-Driven IT Support Analyst II

Socket.dev; Westbrook (ME); On-site; USD 61,000 - 113,000; Full time

Benefits offered by this job

Base salary range

Annual discretionary bonus

Robust benefits package

Job summary

Berkley Technology Services (BTS) seeks a Support Analyst II to deliver day-to-day technical support for hardware and software across units. You will diagnose issues, escalate when needed, and manage imaging, inventory, mobile support, and user documentation while contributing to outage remediation and process improvements.

Ideal candidates have 2+ years in Microsoft Exchange, Active Directory, and networking basics, with ITIL experience and comfort using AI-assisted tools as part of modern

Qualifications

• Excellent verbal and written communication skills.
• Excellent teamwork skills.
• Excellent analytical, reporting and documentation skills.
• Dedication to customer service.
• Excellent problem-solving skills including triage and rapid decision making.
• Ability to logically adapt in any customer service scenario.
• Ability to manage to resolution a severe and pervasive outage.
• Experience with ITSM tools, preferably ServiceNow.
• ITIL methodology experience.
• Undergraduate IT degree or equivalent experience.

Responsibilities

• Provide day-to-day technical support for hardware and software systems.
• Resolve and escalate complex incidents within SLA.
• Desktop and laptop imaging and inventory management.
• Mobile device setup and support.
• Documentation development and user FAQ creation.
• Generate daily incident, requests and survey reports.
• Coordinate outage remediation activities and root cause analysis.
• Cross-train team members and lead in projects.

Skills

Verbal communication

Written communication

Teamwork

Analytical skills

Documentation

Customer service

Problem solving

Triage & escalation

Adaptability

IT knowledge

Exchange knowledge

Active Directory

Networking basics

Cisco telephony

Windows OS

ITIL familiarity

AI-assisted tooling

Information technology degree

Education

Undergraduate degree in IT or related field

Tools

ServiceNow

VPN

Citrix

VDI

Job description

Berkley Technology Services (BTS) seeks a Support Analyst II to deliver day-to-day technical support for hardware and software across units. You will diagnose issues, escalate when needed, and manage imaging, inventory, mobile support, and user documentation while contributing to outage remediation and process improvements.

Ideal candidates have 2+ years in Microsoft Exchange, Active Directory, and networking basics, with ITIL experience and comfort using AI-assisted tools as part of modern