Level 2 IT Support Analyst — Windows, macOS & M365

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

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.