IT Support Analyst II — Enterprise Tools & VIP Support

First Roles; Phoenix (AZ); On-site; USD 58,000 - 83,000; Part time

Job summary

Maxonic is seeking an IT Support Analyst 2 for onsite engagement in Phoenix, AZ. The contract role requires handling escalated incidents, advanced troubleshooting, and managing enterprise tools such as Active Directory, Microsoft 365, Teams, Zoom, VPN, and endpoint management platforms.

Responsibilities include IMAC/D activities, SLA-driven ticketing in ServiceNow, AV support for Teams/Zoom rooms, and collaboration with Level 3 teams.

Qualifications

• 2-4 years of experience in an IT support or helpdesk environment.
• Strong working knowledge of Windows 10/11 and macOS platforms.
• Experience with Active Directory, Azure AD, and Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams).
• Familiarity with ITIL framework and incident/problem/change management processes.
• Proficiency with ServiceNow for incident, request, and change management.
• Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools.
• Working knowledge of Microsoft Teams and Zoom administration and troubleshooting.
• Strong analytical and problem-solving skills with the ability to perform root cause analysis.
• Excellent written and verbal communication skills with a customer-service orientation.

Responsibilities

• Receive and resolve escalated incidents from Level 1 support, diagnosing complex hardware, software, networking, and application issues.
• Perform advanced troubleshooting of Windows and macOS platforms including OS-level diagnostics, driver conflicts, and system performance issues.
• Administer and support enterprise tools including Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms (e.g., SCCM, Intune, JAMF).
• Execute IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment.
• Manage and prioritize incident and service request queues within ServiceNow, ensuring adherence to SLA response and resolution targets.
• Support conference room AV equipment including Teams Rooms and Zoom Rooms, printers, and peripheral devices.
• Document resolutions, update knowledge base articles, and contribute to standard operating procedures.
• Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required.
• Participate in asset lifecycle management including imaging, deployment, tracking, and decommissioning.
• Provide VIP/executive support as needed, ensuring white-glove service delivery.
• Identify recurring issues and recommend process improvements or automation opportunities.

Skills

Windows 10/11

macOS

Active Directory

Azure AD

Microsoft 365

ITIL knowledge

ServiceNow

SCCM

Intune

JAMF

Teams

Zoom

VPN

VIP support

Education

ITIL v4 Foundation

CompTIA A+/Network+

Jamf Certified Associate

Microsoft 365 Certified: Modern Desktop Administrator Associate

Tools

Active Directory

Job description

Maxonic is seeking an IT Support Analyst 2 for onsite engagement in Phoenix, AZ. The contract role requires handling escalated incidents, advanced troubleshooting, and managing enterprise tools such as Active Directory, Microsoft 365, Teams, Zoom, VPN, and endpoint management platforms.

Responsibilities include IMAC/D activities, SLA-driven ticketing in ServiceNow, AV support for Teams/Zoom rooms, and collaboration with Level 3 teams.