IT Service Desk Analyst II

Swoon; Englewood (CO); On-site; USD 52,000 - 80,000; Full time

Job summary

Swoon is seeking an experienced IT Service Desk Analyst II to provide Tier 2 technical support to end users across our Colorado operations. The role emphasizes troubleshooting Windows and macOS issues, managing Microsoft 365 and Active Directory tasks, and maintaining IT asset records.

You will work with cross-functional teams in a fast-paced environment, documenting steps, and ensuring timely resolutions for incidents and service requests through ITSM platforms.

Qualifications

• 3+ years of hands-on IT support experience.
• Experience providing Tier 2 technical support and handling escalations.
• Strong Troubleshooting skills across Windows and macOS environments.

Responsibilities

• Provide Tier 2 technical support and act as an escalation point for complex issues.
• Troubleshoot hardware, software, and network issues in Windows and macOS environments.
• Manage Microsoft 365, Exchange Online, and Active Directory tasks.
• Handle ITSM ticketing and document troubleshooting steps and resolutions.
• Maintain accurate IT asset records and assist with deployments and migrations.
• Support security policies and participate in IT projects as needed.

Skills

IT support

Windows

macOS

Microsoft 365

Active Directory

Troubleshooting

Customer service

Tools

ServiceNow

Jira

Freshdesk

ServiceDesk Plus

Job description

We are seeking an experienced IT Service Desk Analyst II to provide Tier 2 technical support to end users and assist with day-to-day IT operations. This individual will troubleshoot escalated hardware, software, and network issues while supporting Microsoft 365 administration, user account management, and IT asset operations.

The ideal candidate has at least three years of hands-on IT support experience, strong troubleshooting skills, and the ability to independently resolve technical issues in a Windows and macOS environment. This role requires excellent customer service, attention to detail, and the ability to support users across office and distribution environments.

Key Responsibilities

Technical Support & Troubleshooting

• Provide Tier 2 technical support and serve as an escalation point for complex issues from junior IT support staff.
• Diagnose and resolve hardware, software, and network issues across Windows and macOS environments.
• Support laptops, desktops, printers, mobile devices, and other IT peripherals.
• Troubleshoot VPN, wireless connectivity, LAN, and TCP/IP issues.
• Escalate unresolved issues to infrastructure or security teams when necessary.

Microsoft 365 & User Administration

• Administer and support Microsoft 365, Exchange Online, and Active Directory.
• Manage user accounts, access permissions, and security policies.
• Troubleshoot enterprise applications and end-user access issues.
• Assist with system migrations, hardware deployments, and software rollouts.

ITSM & Ticket Management

• Manage incidents and service requests through ITSM ticketing platforms.
• Document troubleshooting steps, resolutions, and follow-up actions.
• Coordinate escalations and monitor tickets to ensure timely resolution.
• Maintain accurate service records using platforms such as ServiceNow, Jira, ServiceDesk Plus, or Freshdesk.

IT Asset Management

• Maintain accurate IT equipment and inventory records.
• Support hardware procurement, inventory control, and equipment disposal.
• Configure, deploy, and maintain laptops, desktops, and workstations.
• Coordinate hardware installations, replacements, and equipment assignments.

Security & IT Projects

• Follow established IT security policies and data protection standards.
• Collaborate with infrastructure and security teams to resolve technical issues.
• Participate in system improvements, technology rollouts, and migration projects.
• Provide end-user guidance and training on common IT systems and processes.

Required Qualifications

• Minimum of 3 years of experience in IT help desk, service desk, desktop support, or a related IT support role.
• Experience providing Tier 2 technical support and troubleshooting escalated issues.
• Hands-on experience supporting Windows and macOS environments.
• Working knowledge of Microsoft 365 administration and Exchange Online.
• Experience managing user accounts and permissions through Active Directory.
• Familiarity with ITSM ticketing platforms such as ServiceNow, Jira, ServiceDesk Plus, or Freshdesk.
• Understanding of networking fundamentals, including VPN, LAN, wireless connectivity, and TCP/IP.
• Experience with hardware troubleshooting, workstation deployment, and IT asset inventory management.
• Strong customer service, communication, documentation, and problem-solving skills.