IT Tech Support – Tier 2 Analyst

Jobtailor; Los Angeles (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor in Los Angeles seeks an experienced IT Help Desk professional to provide prompt support via phone, email, or ticketing system. You will handle escalated tickets, troubleshoot hardware, software, networking, and peripherals, and perform root-cause analyses to drive improvements.

You will mentor Tier 1 analysts, document actions, and collaborate with Tier 3 and project teams on deployments and onboarding, while upholding SLAs and customer satisfaction.

Qualifications

• 3-7 years in IT, Help Desk or MSP environments.
• Strong certification credentials are required or preferred.
• Experience with Office 365 administration, Azure AD, and VMware.
• Experience with DNS and Group Policy is expected.
• Familiarity with incident management and root-cause analysis is essential.

Responsibilities

• Provide prompt and appropriate support to clients via phone, email, or ticketing system.
• Respond to and resolve escalated service tickets from Tier 1 analysts.
• Troubleshoot and resolve hardware, software, network, and peripheral issues.
• Perform root cause analysis and suggest improvements.
• Document incidents and resolutions in the ticketing system.
• Collaborate with Tier 3 and project teams on upgrades and onboarding
• Maintain SLAs and ensure high customer satisfaction.
• Contribute to and maintain the internal knowledge base.
• Provide mentorship and training to Tier 1 Analysts.
• Manage ticket workflows and knowledge base content.

Skills

Inter-Personal Skills

Professional Communication

Mentorship

Customer Satisfaction

Phone Etiquette

Education

High School diploma

MS-102: Microsoft 365 Administrator certification

CompTIA Net+ or CCNA

VMware Certified Professional (VCP)

Microsoft 365 Certified: Administrator Expert

Tools

Kaseya

RMM Systems

Ticketing System

VMware

Azure AD

Job description

• Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system
• Respond to and resolve escalated service tickets from Tier 1 analysts
• Troubleshoot and resolve issues related to hardware, software, network connectivity, and peripherals
• Perform root cause analysis for recurring incidents and suggest process or technical improvements
• Document incidents, actions taken, resolutions, troubleshooting steps, solutions, and client interactions in the ticketing system
• Collaborate with Tier 3 and project teams on infrastructure upgrades, deployments, and client onboarding
• Maintain SLAs and ensure high customer satisfaction through professional communication and follow-up
• Contribute to and help maintain the internal knowledge base
• Provide mentorship and training to Tier 1 Analysts
• Manage ticket workflows, assign tickets, and develop knowledge bases

Requirements

• High School diploma or equivalent (Degree preferred)
• 3-7 Years of IT, Help Desk and/or MSP experience
• Required: MS-102: Microsoft 365 Administrator certification
• Required: CompTIA Net+ or CCNA
• Preferred: VMware Certified Professional (VCP)
• Preferred: Microsoft 365 Certified: Administrator Expert
• Excellent inter-personal skills; as good with people as you are with computers
• Experience providing phone support and strong awareness of positive phone etiquette
• Experience working with help desk ticketing systems, including responding, assigning, closing, and following up on tickets
• Experience with networking and managing/configuring servers
• Experience with Office 365 administration, Azure AD, and VMWare
• Experience with Group Policy
• Experience with DNS (both public and private)
• Experience with RMM systems, preferably Kaseya
• Ability to provide 24/7 on-call support during rotation schedule
• Schedule availability Monday-Friday, 8:00 am-5:00 pm PST
• Reliable transportation to meet the on-site requirement

Core Competencies

Demonstrates expertise in troubleshooting hardware, software, and network issues while providing exceptional client support. Proficient in managing help desk ticketing systems and mentoring junior analysts to enhance team performance.

Highest-signal resume keywords

• Microsoft 365 Administrator Certification
• CompTIA Net+
• CCNA
• Office 365 Administration
• Help Desk Ticketing Systems

Hard Skills

• Troubleshooting
• Root Cause Analysis
• Networking
• Server Management
• Group Policy
• DNS Management
• RMM Systems
• Client Onboarding
• Technical Documentation
• Incident Resolution

Soft Skills

• Inter-Personal Skills
• Professional Communication
• Mentorship
• Positive Phone Etiquette
• Customer Satisfaction

Certifications & Qualifications

• Microsoft 365 Administrator Certification
• CompTIA Net+
• CCNA
• VMware Certified Professional (VCP)
• Microsoft 365 Certified: Administrator Expert

Industry Keywords

• IT Support
• Help Desk
• MSP
• SLA
• Technical Support

Tools & Technologies

• Microsoft 365
• Azure AD
• VMware
• Kaseya
• Ticketing System