Onsite IT Service Desk Pro II (Windows & M365)

Great Day Improvements: A Family of Brands; New Jersey; On-site; USD 36,000 - 47,000; Full time

Job summary

Great Day Improvements: A Family of Brands in Somerset, NJ is seeking an IT Service Desk Analyst II for a fully on-site role. You will provide advanced technical support across Windows, Microsoft 365, hardware, and enterprise systems, with a focus on root-cause analysis and long-term solutions.

The role acts as a Tier II escalation point, guiding Tier I, ensuring ticket quality, and contributing to process improvements and knowledge sharing.

Responsibilities

• Own complex and escalated incidents and service requests from Tier I through resolution, including issues affecting multiple users, systems, or locations.
• Assess and adjust ticket priority and urgency based on business impact, proactively manage at-risk work, and maintain SLA compliance.
• Ensure escalated tickets include complete diagnostic information and coach Tier I analysts on proper ticket handling and escalation practices.
• Communicate status, business impact, and expected resolution timelines clearly to users and stakeholders during extended or high-visibility incidents.
• Perform advanced troubleshooting across Windows operating systems, Microsoft 365, enterprise applications, endpoint software, hardware, peripherals, mobile devices, connectivity, device configuration, compatibility issues, and performance degradation.
• Diagnose issues involving dependencies across devices, applications, networks, and enterprise systems, including undocumented issues or situations requiring judgment beyond standard procedures.
• Conduct structured root‑cause analysis for recurring or high‑impact incidents, identify patterns and systemic issues, document findings, and contribute to long‑term solutions that reduce repeat incidents and overall ticket volume.
• Partner with Tier I analysts to improve fixes and guidance, and provide detailed diagnostic context to Systems, Network, Security, Application, and Problem Management teams to accelerate resolution.
• Install, configure, support, and troubleshoot desktops, laptops, mobile devices, printers, scanners, conferencing equipment, peripherals, and specialized device setups through both remote and on-site support.
• Manage the full device lifecycle, including provisioning, configuration, upgrades, refresh cycles, repairs, warranty coordination, decommissioning, and secure disposal.
• Ensure devices meet security and configuration standards before deployment, maintain accurate asset records, reconcile physical inventory with asset systems, and support large-scale deployment and refresh initiatives.
• Triage endpoint-related security alerts in coordination with Security teams and support remediation of vulnerable, non-compliant, or unhealthy devices.

Job description

Great Day Improvements: A Family of Brands in Somerset, NJ is seeking an IT Service Desk Analyst II for a fully on-site role. You will provide advanced technical support across Windows, Microsoft 365, hardware, and enterprise systems, with a focus on root-cause analysis and long-term solutions.

The role acts as a Tier II escalation point, guiding Tier I, ensuring ticket quality, and contributing to process improvements and knowledge sharing.