Information Technology Support Analyst

Franklin Fitch; Dunwoody (GA); Hybrid; USD 55,000 - 70,000; Full time

Job summary

An innovative firm is seeking a dynamic Tier 2 Service Desk Analyst to enhance their IT support team. This role offers an exciting opportunity to work within a hybrid cloud environment, utilizing your expertise in Active Directory and Office 365. You will not only troubleshoot and resolve technical issues but also mentor Tier 1 support staff, ensuring a seamless user experience. Join a collaborative team that values your growth and contributions, while enjoying a competitive salary and comprehensive benefits. If you're ready to take your career to the next level, this position is perfect for you.

Benefits

Medical insurance

401(k)

Vision insurance

Pension plan

Qualifications

• Experience transitioning from Tier 1 to Tier 2 support in IT.
• Hands-on experience with Active Directory and Azure AD.

Responsibilities

• Provide Tier 2 technical support to end users in a hybrid cloud environment.
• Manage and troubleshoot Office 365 applications.

Skills

Active Directory

Entra ID/Azure AD

Office 365

Windows OS (10/11)

IT ticketing systems (Jira, ServiceNow, Autotask)

Problem-solving skills

Communication skills

Tools

Jira

ServiceNow

Autotask

Meraki

Job description

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This range is provided by Franklin Fitch. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$55,000.00/yr - $70,000.00/yr

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Principal Recruitment Consultant - IT Infrastructure - Franklin Fitch

Location: Hybrid (3 days on-site per week, with flexibility to 2 days on-site based on performance)

Job Purpose

Our client is seeking a dynamic and driven Tier 2 Service Desk Analyst to join their growing IT team. This role is ideal for a rising star who has demonstrated progression from Tier 1 to Tier 2 support within their current organization and is eager to continue advancing their career. The successful candidate will play a key role in ensuring seamless IT support within a hybrid cloud environment, leveraging expertise in both Active Directory and Entra ID/Azure AD, as well as Office 365.

Key Responsibilities

• Provide Tier 2 technical support to end users across a hybrid cloud environment, troubleshooting and resolving escalated issues.
• Support and administer Active Directory and Entra ID/Azure AD in a hybrid setup.
• Manage and troubleshoot Office 365 applications (Outlook, OneDrive, SharePoint, Exchange Admin Center, etc.).
• Respond to, manage, and resolve tickets using IT service management tools such as Jira, ServiceNow, Autotask, or similar.
• Support and maintain site IT equipment and software, including but not limited to:
• Windows 10/11 troubleshooting and support.
• Remote site monitoring tools (Meraki or similar).
• Printers, copiers, scanners, and card readers (liaising with vendors as needed).
• Assist with account administration tasks and access management.
• Document troubleshooting procedures, resolutions, and best practices in the knowledge base.
• Ensure compliance with IT policies, procedures, and regulatory requirements.
• Provide mentorship and guidance to Tier 1 support staff.
• Work collaboratively with IT leadership to implement service improvement initiatives and enhance user experience.

Qualifications & Skills

• Proven experience transitioning from Tier 1 to Tier 2 support within a corporate IT environment.
• Hands-on experience with both Active Directory and Entra ID/Azure AD in a hybrid cloud environment.
• Strong knowledge of Office 365 and related applications.
• Experience troubleshooting Windows OS (10/11) and IT infrastructure components.
• Familiarity with remote site monitoring tools (e.g., Meraki) is a plus.
• Experience using IT ticketing systems (e.g., Jira, ServiceNow, Autotask) to track and resolve incidents.
• Strong problem-solving skills and ability to work independently and collaboratively.
• Excellent communication skills with a customer-first mindset.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Wholesale

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Inferred from the description for this job

Medical insurance

401(k)

Vision insurance

Pension plan

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