IT Service Desk Analyst II - Advanced Troubleshooting & Escalations

Apex Energy Solutions; Cincinnati (OH); On-site; USD 33,000 - 45,000; Full time

Job summary

Great Day Improvements is seeking an IT Service Desk Analyst II to support enterprise Service Desk operations on-site at Cincinnati. You will resolve complex incidents, perform in-depth diagnostics, identify root causes, and push issues toward permanent resolution.

You will mentor Tier I analysts, improve knowledge management, and contribute to process refinements and tool optimization while delivering high-quality customer service.

Qualifications

• Strong hands-on experience supporting Windows desktop and laptop environments.
• Proficiency with Microsoft 365 applications and services.
• Experience troubleshooting hardware, peripherals, and endpoint software.
• Familiarity with endpoint management and software deployment tools.
• Experience with remote support tools and ITSM/ticketing systems.
• Experience managing escalated incidents in an enterprise IT environment.
• Strong customer service, communication, and problem-solving skills.
• Ability to perform root-cause analysis and drive permanent resolution.

Responsibilities

• Own complex and escalated incidents from Tier I through resolution.
• Assess priority based on business impact and maintain SLA compliance.
• Coach Tier I analysts on ticket handling and escalation practices.
• Perform advanced troubleshooting across Windows, apps, and devices.
• Document diagnostic context for related IT teams to accelerate resolution.
• Mentor Tier I analysts and improve troubleshooting approaches.
• Create and share knowledge base articles for issue resolution.
• Collaborate with Infrastructure, Security, and Application teams.

Skills

Windows support

Microsoft 365

Customer service

Root-cause analysis

ITIL concepts

Effective communication

Mentoring Tier I

Education

Associate or Bachelor's degree in IT or related field

Tools

Intune

SCCM

SentinelOne

NinjaOne

Job description

Great Day Improvements is seeking an IT Service Desk Analyst II to support enterprise Service Desk operations on-site at Cincinnati. You will resolve complex incidents, perform in-depth diagnostics, identify root causes, and push issues toward permanent resolution.

You will mentor Tier I analysts, improve knowledge management, and contribute to process refinements and tool optimization while delivering high-quality customer service.