IT Service Desk Escalation Specialist II

Champion Windows & Home Exteriors; New Jersey; On-site; USD 36,000 - 47,000; Full time

Job summary

Great Day Improvements, LLC in Somerset, NJ is hiring an IT Service Desk Analyst II for a fully on-site role. You will provide advanced technical support across Windows, Microsoft 365, and enterprise systems, act as an escalation point, and help improve service delivery.

We value strong problem-solving, communication, and customer-focused mindset, with opportunities to mentor Tier I analysts and contribute to process improvements in a fast-growing home-improvement company.

Qualifications

• Strong hands-on IT support at Tier II level in a corporate environment.
• Experience with Windows, Microsoft 365, Active Directory, and identity services.
• Ability to diagnose complex incidents and provide long-term solutions.
• Familiarity with ITIL processes and SLAs.

Responsibilities

• Own complex incidents and service requests from Tier I through resolution.
• Perform advanced troubleshooting across Windows, M365, and enterprise systems.
• Collaborate with cross-functional teams to resolve root causes and share knowledge.
• Direct escalation coordination and ensure high-quality ticket documentation.

Skills

Windows OS

Microsoft 365

Active Directory

Entra ID

Education

Information Technology degree

Tools

Intune

SCCM

NinjaOne

SentinelOne

Job description

Great Day Improvements, LLC in Somerset, NJ is hiring an IT Service Desk Analyst II for a fully on-site role. You will provide advanced technical support across Windows, Microsoft 365, and enterprise systems, act as an escalation point, and help improve service delivery.

We value strong problem-solving, communication, and customer-focused mindset, with opportunities to mentor Tier I analysts and contribute to process improvements in a fast-growing home-improvement company.