ServiceDesk Analyst II

iSuite; Granite City (IL); On-site; USD 60,000 - 66,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

401k with Company Contributions

Paid Time Off (Vacation; Sick Time)

Paid Company Holidays

Tuition Reimbursement Program

Employee Assistance Program

Employee Stock Ownership Program

Job summary

iSuite L.L.C. in Granite City, IL is seeking a ServiceDesk Analyst II to join its Information Tech­nology team.

The role requires 3+ years of Tier 2 ownership, resolving complex hardware, software, networking, identity, and endpoint issues, and owning conference room AV across IMI sites. The candidate will support Windows endpoints, M365, Entra ID, and Intune, administer AD/Entra ID, perform onboarding/offboarding, and mentor Tier 1 staff while ensuring high SLA performance and meeting room

Qualifications

• Associate's or Bachelor's degree in IT or related field, or equivalent hands-on experience.
• 3+ years in a service desk or technical support role with Tier 2 ownership.
• Hands-on conference room AV support, with Microsoft Teams Rooms strongly preferred.
• Strong customer service orientation and clear written and verbal communication.
• Exhibits strong prioritization skills and sound escalation judgment in a fast-paced environment.
• Fosters a coaching mindset that encourages employee growth, engagement, and performance.
• Maintains end-to-end ownership of issues, driving resolutions and delivering positive outcomes.
• CompTIA A+ required; CompTIA Network+, ITIL 4 Foundation, and MD-102 preferred within 12 months; MS-721 preferred.

Responsibilities

• Serve as the primary escalation point for Tier 1 analysts; own escalated tickets end to end while meeting SLA for response, fix, and customer satisfaction.
• Perform advanced troubleshooting across Windows endpoints, Microsoft 365 (Exchange Online, SharePoint, Teams), Active Directory / Entra ID, Intune, and networking (DNS, DHCP, VPN, Wi-Fi).
• Administer accounts, groups, licenses, and access requests in Active Directory, Entra ID, and Microsoft 365 admin centers, including complex onboarding, offboarding, and privileged terminations.
• Image, deploy, and configure workstations, mobile devices, and peripherals via Autopilot and Intune.
• Document all work in HaloPSA; coordinate with vendors on warranty claims and technical escalations.
• Own day-to-day support and operational readiness of all conference, huddle, and training rooms across IMI and affiliate sites — displays, cameras, microphones, speakers, control panels, and presentation switching.
• Administer Microsoft Teams Rooms: device enrollment, resource accounts and room mailboxes, booking behavior, firmware and application updates, and health monitoring.
• Run proactive room readiness checks on a defined schedule, and provide white-glove support for executive, board, customer-facing, and all-hands meetings — dry runs beforehand and standby during the event.
• Support Microsoft Teams live events, town halls, and webinars, including presenter coordination, audio and video routing, and recording.
• Troubleshoot AV signal flow end to end — HDMI and USB-C, wireless presentation, video switching, wall plates, in-room cabling, and the network and PoE dependencies of AV endpoints.
• Maintain and enforce a standard room design by room tier; document each room's configuration and keep the AV asset, warranty, and lifecycle inventory current.
• Coordinate with AV integrators, low-voltage contractors, and Facilities on new room builds, moves, and remodels, validating installations against the IMI standard.
• Support shop-floor and production-area displays and digital signage; train users and executive assistants on room usage and maintain in-room quick-reference guides.
• Mentor and coach Tier 1 analysts through on-the-job guidance, ticket reviews, and shadowing.
• Own knowledge base quality — articles, runbooks, SOPs, and per-room AV runbooks — and lead root cause analysis on recurring problems to drive permanent fixes rather than repeat call-outs.
• Lead or contribute to small IT projects (fleet refresh, application rollouts, conference room standardization, automation pilots); identify support trends and recommend improvements to process, tooling, automation, or end-user training.
• Travel to other office and project locations as needed for deployments, room builds, and escalations.

Skills

Windows endpoints

Microsoft 365

Entra ID

Intune

Networking

PowerShell

ITSM (HaloPSA)

AV room tech

Customer service

Education

Associate's or Bachelor's degree in IT

Tools

HaloPSA

Microsoft Teams Rooms

Autopilot

Job description

Information Technology Opportunity: ServiceDesk Analyst II

iSuite L.L.C. is seeking a qualified professional to join our Information Technology team. iSuite is a business support services organization formed in 2023. The organization provides business development and pursuit, estimating, safety, accounting, human resources, information technology, marketing, and training services to clients within the Architecture, Engineering, Construction (A/E/C) industry.

This shared-services company supports the IMI business units and provides a uniform, employee-based culture founded on our Support the Build mentality. This mentality aligns with our employee-owned company so that all personnel take an owner’s mindset approach to our business. iSuite is headquartered in Nashville, TN and has branches in Granite City, IL, Chesterfield, MO and Charlotte, NC.

We are currently looking for a ServiceDesk Analyst II to join our Information Technology team located at our headquarters in Granite City, IL. Our ideal candidate for a ServiceDesk Analyst II i s someone who has 3+ years of experience and isa Tier 2 technical resource, owning escalations from the Tier 1 team and resolving complex hardware, software, networking, identity, and endpoint issues independently. The role also owns conference room and audio-visual technology across IMI and its affiliated companies (icon Mechanical, iENG Design, eagle Controls) — keeping meeting spaces reliable and standardized and supporting executive, customer-facing, and all-hands events.

Primary responsibilities for iSuite ’s ServiceDesk Analyst II include:

Serve as the primary escalation point for Tier 1 analysts; own escalated tickets end to end while meeting SLA for response, fix, and customer satisfaction

Perform advanced troubleshooting across Windows endpoints, Microsoft 365 (Exchange Online, SharePoint, Teams), Active Directory / Entra ID, Intune, and networking (DNS, DHCP, VPN, Wi-Fi)

Administer accounts, groups, licenses, and access requests in Active Directory, Entra ID, and Microsoft 365 admin centers, including complex onboarding, offboarding, and privileged terminations

Image, deploy, and configure workstations, mobile devices, and peripherals via Autopilot and Intune

Document all work in HaloPSA; coordinate with vendors on warranty claims and technical escalations

Own day-to-day support and operational readiness of all conference, huddle, and training rooms across IMI and affiliate sites — displays, cameras, microphones, speakers, control panels, and presentation switching

Administer Microsoft Teams Rooms: device enrollment, resource accounts and room mailboxes, booking behavior, firmware and application updates, and health monitoring

Run proactive room readiness checks on a defined schedule, and provide white-glove support for executive, board, customer-facing, and all-hands meetings — dry runs beforehand and standby during the event

Support Microsoft Teams live events, town halls, and webinars, including presenter coordination, audio and video routing, and recording

Troubleshoot AV signal flow end to end — HDMI and USB-C, wireless presentation, video switching, wall plates, in-room cabling, and the network and PoE dependencies of AV endpoints

Maintain and enforce a standard room design by room tier; document each room's configuration and keep the AV asset, warranty, and lifecycle inventory current

Coordinate with AV integrators, low-voltage contractors, and Facilities on new room builds, moves, and remodels, validating installations against the IMI standard

Support shop-floor and production-area displays and digital signage; train users and executive assistants on room usage and maintain in-room quick-reference guides

Mentor and coach Tier 1 analysts through on-the-job guidance, ticket reviews, and shadowing

Own knowledge base quality — articles, runbooks, SOPs, and per-room AV runbooks — and lead root cause analysis on recurring problems to drive permanent fixes rather than repeat call-outs

Lead or contribute to small IT projects (fleet refresh, application rollouts, conference room standardization, automation pilots); identify support trends and recommend improvements to process, tooling, automation, or end-user training

Travel to other office and project locations as needed for deployments, room builds, and escalations

Primary qualifications for iSuite’ s ServiceDesk Analyst II include:

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience

3+ years in a service desk or technical support role with demonstrated Tier 2 ownership, supporting Windows endpoints, Microsoft 365, and Active Directory / Entra ID in a multi-user business environment

Hands-on conference room AV support, with Microsoft Teams Rooms strongly preferred

Strong customer service orientation and clear written and verbal communication

Exhibits strong prioritization skills and sound escalation judgment in a fast-paced environment.

Fosters a coaching mindset that encourages employee growth, engagement, and performance.

Maintains end-to-end ownership of issues, driving resolutions and delivering positive outcomes.

composure under visible pressure — able to troubleshoot in a full room, in front of executives and customers, without losing the thread

CompTIA A+ required

CompTIA Network+, ITIL 4 Foundation, and Microsoft MD-102 (Endpoint Administrator) strongly preferred or required within 12 months of hire

Microsoft MS-721 (Collaboration Communications Systems Engineer) preferred

Skills: Windows client, Microsoft 365, Active Directory / Entra ID, Intune, and network troubleshooting (DNS, DHCP, VPN, Wi-Fi); PowerShell for routine administration; ITSM platforms (HaloPSA preferred); AV signal flow and room technology, including Teams Rooms administration, room resource accounts, display, camera and microphone configuration, and HDMI/USB-C and wireless presentation

COMPENSATION AND BENEFITS:

• Salary Range: $60,000 - $66,000
• Employee Stock Ownership Program
• Discretionary Annual Bonus'
• Health Insurance
• Vision Insurance
• 401k with Discretionary Company Contributions
• Paid Time Off (Vacation; Sick Time)
• Paid Company Holidays
• Tuition Reimbursement Program
• Employee Assistance Program

DIVERSITY:

Our commitment to diversity and inclusion starts with us. The IMI companies strive to build a team that is truly reflective of the communities we serve in every level of our business. We know that when diverse minds and perspectives come together, the possibilities are limitless.

WHY iSuite L.L.C?

At the IMI companies, we don’t just admire thinking outside of the box, we encourage it. IMI knows that to tackle the challenging projects we are faced with every day takes a team of creative problem solvers who aren’t afraid to be bold. Which is why IMI companies work every day to create a work environment that gives back to our employees. Our family-first approach and commitment to work-life balance are just a couple of the things that make the IMI companies an ideal career destination.

EOE/M/F/V/D

In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job-related disability, or any other protected group status.

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