IT Support Analyst – Level 2

Dawar Consulting; Phoenix (AZ); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical

Paid Sick leave

401K

Job summary

Dawar Consulting in Phoenix, AZ is seeking an IT Support Analyst – Level 2 to provide advanced technical support in an enterprise IT environment. You will troubleshoot escalated hardware, software, and network issues, manage incident queues in ServiceNow, and support Windows 10/11, macOS, Microsoft 365, and VPN connectivity.

This role serves as a Level 2 escalation point, works with Active Directory, Azure AD, endpoint management tools (SCCM/Intune/Jamf), and conference room technology.

Qualifications

• 2–4 years IT support or helpdesk experience.
• Experience with Windows 10/11 and macOS.
• Experience with AD, Azure AD and Microsoft 365, incl. Exchange Online and Teams.
• ServiceNow incident management experience.
• Familiar with ITIL processes and endpoint management tools.
• Experience with Teams, Zoom, VPN, printers, and end-user devices.

Responsibilities

• Resolve escalated incidents involving hardware, software, networking, and apps.
• Troubleshoot Windows 10/11 and macOS issues and driver conflicts.
• Support AD, Azure AD, Microsoft 365, Teams, Zoom, VPN, and endpoint tools.
• Perform IMAC/D activities for end-user devices.
• Manage queues in ServiceNow and meet SLA targets.
• Triage conference room AV systems and printers; document steps and update SOPs.
• Coordinate with Level 3 and vendors to resolve complex issues.
• Assist with imaging, asset tracking, and lifecycle management.

Skills

Troubleshooting

Root cause analysis

Customer-focused service

Education

CompTIA A+

Network+

Jamf Certified Associate

Jamf Certified Tech

Microsoft 365 certification

Tools

ServiceNow

Active Directory

Azure AD

Microsoft 365

SCCM

Intune

Jamf

PowerShell

VPN

Teams

Zoom

Job description

Phoenix, United States | Posted on 10/21/2026

Our client, a world leader in the semiconductor industry, is looking for an " IT Support Analyst – Level 2" , based in Phoenix, AZ Company Benefits: Medical, Paid Sick leave, 401K

Job Summary

We are seeking an experienced IT Support Analyst – Level 2 to provide advanced technical support to end users in an enterprise IT environment. The ideal candidate will troubleshoot and resolve escalated hardware, software, application, and network issues while ensuring timely resolution in accordance with established Service Level Agreements (SLAs).

This role will serve as a key escalation point for Level 1 support, supporting Windows and macOS environments, Microsoft 365 applications, endpoint management tools, ServiceNow, and conference room technology. The successful candidate will have strong troubleshooting skills, a customer-focused approach, and the ability to deliver high-quality technical support.

Key Responsibilities

• Resolve escalated incidents and service requests involving hardware, software, networking, and enterprise applications.
  
• Troubleshoot Windows 10/11 and macOS issues, including operating system errors, driver conflicts, and system performance problems.
  
• Support Active Directory, Azure AD, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management tools.
  
• Perform IMAC/D activities, including installing, moving, adding, changing, and disposing of end-user computing equipment.
  
• Manage incident and service request queues in ServiceNow while meeting SLA response and resolution targets.
  
• Troubleshoot conference room AV systems, Teams Rooms, Zoom Rooms, printers, and peripheral devices.
  
• Document troubleshooting steps and resolutions, maintain knowledge base articles, and update standard operating procedures.
  
• Coordinate with Level 3 support teams, infrastructure groups, and vendors to resolve complex technical issues.
  
• Support hardware imaging, deployment, asset tracking, lifecycle management, and equipment decommissioning.
  
• Provide VIP and executive-level technical support when required.
  
• Identify recurring technical issues and recommend process improvements and automation opportunities.
  

Required Qualifications

• 2–4 years of experience in IT support, desktop support, or a helpdesk environment.
  
• Strong knowledge of Windows 10/11 and macOS operating systems.
  
• Experience supporting Active Directory, Azure AD, and Microsoft 365, including Exchange Online, SharePoint, OneDrive, and Teams.
  
• Hands-on experience using ServiceNow for incident and service request management.
  
• Familiarity with ITIL principles and incident, problem, and change management processes.
  
• Experience with endpoint management tools such as SCCM, Microsoft Intune, or Jamf.
  
• Experience troubleshooting Microsoft Teams, Zoom, VPN connectivity, printers, and end-user devices.
  
• Strong analytical, troubleshooting, and root cause analysis skills.
  

Qualifications

• CompTIA A+, Network+, or equivalent technical certification.
  
• Jamf Certified Associate or Jamf Certified Tech certification.
  
• Microsoft 365 or endpoint administration certification.
  
• Experience supporting enterprise wireless networks and network printing.
  
• Familiarity with PowerShell or Bash scripting for automation.
  
• Experience in manufacturing, semiconductor, or large enterprise IT environments.