IT Service Desk Analyst II — Onsite Support

Great Day Improvements

Cincinnati (OH)

On-site

USD 33,000 - 45,000

Full time

8 days ago

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Job summary

Great Day Improvements is hiring an IT Service Desk Analyst II for onsite support in Cincinnati, OH. This role resolves complex and escalated incidents, provides advanced technical support, and helps mature Service Desk processes.

Responsibilities include end-to-end incident management, root-cause analysis, knowledge management, and cross-functional collaboration to improve service quality and user experience.

Qualifications

Strong hands-on experience supporting Windows desktop/laptop environments.
Proficiency with Microsoft 365 applications and services.
Experience troubleshooting hardware, peripherals, and endpoint software.
Experience with remote support tools and ITSM/ticketing systems.
Experience managing and resolving complex or escalated incidents in an enterprise IT environment.

Responsibilities

Own complex and escalated incidents through resolution, including multi-user issues.
Assess and adjust ticket priority based on business impact and SLA.
Ensure tickets have complete diagnostics and coach Tier I on best practices.
Perform advanced troubleshooting across devices, applications, networks, and enterprise systems.
Partner with Tier I to improve fixes, provide diagnostic context to other teams, and accelerate resolution.

Skills

Windows support

Microsoft 365

Hardware troubleshooting

Remote IT support

ITIL familiarity

Education

Associate or BA in Information Technology

Tools

Intune

SCCM

SentinelOne

NinjaOne

Job description

Responsibilities include end-to-end incident management, root-cause analysis, knowledge management, and cross-functional collaboration to improve service quality and user experience.

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