Remote IT Support Analyst (L1/L2)

Twoconnect; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Twoconnect is seeking an IT Support Analyst to deliver responsive L1/L2 support, manage service desk requests, and remotely troubleshoot hardware, software and connectivity issues. The role focuses on Microsoft 365 services, user access administration and timely issue resolution.

As part of a global team, you will maintain asset records, support onboarding/offboarding, and escalate complex incidents while ensuring clear communication with users throughout the lifecycle of each ticket.

Qualifications

• Bachelor’s degree in IT, CS, IS or related discipline is essential.
• Minimum 3–5+ years’ experience in an IT service desk or end-user support environment is essential.
• L1 and L2 support capability across hardware, software, user access, connectivity and remote troubleshooting is essential.
• Strong working knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint and OneDrive is essential.
• Experience administering Azure AD/Entra ID, AD, M365 user accounts, groups and permissions is essential.

Responsibilities

• Be first point of contact for IT support requests.
• Log, categorize, prioritize and manage incidents to resolution.
• Provide remote L1/L2 troubleshooting for hardware, software, peripherals.
• Support Microsoft 365 services and resolve access issues.
• Diagnose and resolve connectivity issues; escalate as needed.
• Use approved remote-support tools and guide users through changes.
• Create, modify and disable user accounts and access permissions.
• Coordinate onboarding and offboarding activities.
• Install, configure and maintain apps, profiles and security controls.
• Maintain asset, device and license records; coordinate hardware tasks.

Skills

L1/L2 support

Windows & Microsoft 365

Remote troubleshooting

Documentation

Customer service

Education

Bachelor’s degree in IT or related

Tools

Windows 10/11

Microsoft 365 admin

Azure Active Directory

Intune

Active Directory

VPN

TCP/IP networking

Ticketing systems

Remote-support tools

Job description

Twoconnect is seeking an IT Support Analyst to deliver responsive L1/L2 support, manage service desk requests, and remotely troubleshoot hardware, software and connectivity issues. The role focuses on Microsoft 365 services, user access administration and timely issue resolution.

As part of a global team, you will maintain asset records, support onboarding/offboarding, and escalate complex incidents while ensuring clear communication with users throughout the lifecycle of each ticket.