Level II IT Analyst

briowt; California (MO); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision, LifeInsurance

401K Retirement Plan

Paid Vacation Time

Paid Holidays

and More!

Job summary

Brio Water is seeking an IT Help Desk Technician to provide day-to-day IT support for end users, troubleshooting hardware and software issues, and assisting with system deployments and maintenance. This role emphasizes customer-focused, reliable IT support to keep operations running smoothly.

The ideal candidate will have hands-on experience with Windows environments, experience using IT ticketing systems (Jira Service Management, Freshservice, Zendesk, ServiceNow), and familiarity with Active

Qualifications

• 5+ years of experience in IT support, help desk, or desktop support.
• Hands-on troubleshooting across Windows-based environments and common business apps.
• Experience with IT ticketing systems such as Jira Service Management, Freshservice, Zendesk or ServiceNow.
• Familiarity with Active Directory, Microsoft 365, and endpoint management.
• Strong customer service mindset and ability to support non-technical users.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for end users across hardware, software, and business applications.
• Troubleshoot desktops, laptops, printers, mobile devices, and peripherals.
• Support user accounts, access, and permissions in Active Directory, Microsoft 365, and other systems.
• Log, track, and update support requests in the IT ticketing system with accurate documentation.
• Escalate complex issues to senior IT staff when needed.
• Assist with system rollouts, deployments, upgrades, and patches.
• Support onboarding/offboarding activities including hardware setup and access.
• Follow IT support processes, SLAs, and service standards.
• Maintain IT asset inventory and lifecycle management.
• Provide clear communication to end users and contribute to knowledge base articles.

Skills

Troubleshooting

Customer service

Communication

Time management

Organization

Tools

Jira Service Management

Freshservice

Zendesk

ServiceNow

Active Directory

Microsoft 365

Job description

Brio Water is the market-leading water product company that has helped millions get hydrated through its unique and innovative product line. We offer full home water solutions and systems designed and engineered to continuously push the boundaries of the way we hydrate. Our company combines sophisticated technology with innovative, top‑tier designs to ensure client satisfaction while enhancing the functionality and aesthetics of hydration.

About the role

We are excited to offer an opportunity for an IT Help Desk Technician to join our team. This hands‑on technical role is responsible for providing day‑to‑day IT support to end users, troubleshooting hardware and software issues, and supporting the implementation and maintenance of IT systems and tools. The ideal candidate is customer‑focused, technically capable, and eager to grow their skills while contributing to a reliable and responsive IT support operation.

What you’ll do

• Provide Tier 1 and Tier 2 technical support for end users across hardware, software, and business applications.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals.
• Support user accounts, access, and permissions in Active Directory, Microsoft 365, and other business systems.
• Log, track, and update support requests in the IT ticketing system, ensuring accurate documentation and timely resolution.
• Escalate complex or unresolved issues to senior IT staff when appropriate.
• Assist with system rollouts, application deployments, upgrades, and patches.
• Support onboarding and offboarding activities, including hardware setup and system access.
• Follow defined IT support processes, SLAs, and service standards.
• Maintain IT asset inventory and assist with equipment tracking and lifecycle management.
• Provide clear, professional communication to end users throughout the support process.
• Contribute to knowledge base articles and technical documentation.

Qualifications

• 5+ years of experience in an IT support, help desk, or desktop support role.
• Strong hands‑on troubleshooting skills for Windows‑based environments and common business applications.
• Experience working with IT ticketing systems (e.g., Jira Service Management, Freshservice, Zendesk, ServiceNow, etc.).
• Basic understanding of Active Directory, Microsoft 365, and endpoint management.
• Familiarity with networking fundamentals (DNS, DHCP, VPN, Wi‑Fi).
• Strong customer service mindset with the ability to support non‑technical users.
• Good organizational skills and attention to detail.
• Ability to prioritize and manage multiple support requests.
• IT certifications (A+, Network+, Microsoft) are a plus but not required.

Benefits / Perks

We believe in recognizing and rewarding our employees for a job well done. We offer growth potential for motivated individuals, competitive compensation, and a comprehensive benefits package, including:

• Medical, Dental, Vision, Life Insurance
• 401K Retirement Plan
• Paid Vacation Time
• Paid Holidays
• and More!