Systems Analyst Tier 2

Noventech, Inc.; Lombard (IL); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Retirement plan with company match

Paid time off

Paid holidays

Training & professional development

Job summary

Noventech, Inc. is seeking a Systems Analyst to join our Managed Services team in Lombard, Illinois. This Tier 2 role focuses on owning escalated tickets, collaborating with senior engineers, and driving client onboarding and infrastructure projects.

You will support Microsoft 365, Windows Server, networking equipment, firewalls, cloud services, and business applications, while expanding your technical skills and working directly with clients.

Qualifications

• At least three years of professional IT support experience.
• Experience with MSP environments is strongly preferred.
• Hands-on experience supporting Microsoft 365 and Windows desktop environments.
• Experience administering or troubleshooting Windows Server, Active Directory, Group Policy, DNS/DHCP, and file permissions.

Responsibilities

• Take ownership of escalated tickets from Tier 1 and work them through to resolution.
• Troubleshoot desktops, laptops, servers, networks, Microsoft 365, and business applications.
• Diagnose Windows Server issues (Active Directory, Group Policy, DNS, DHCP, file permissions).
• Troubleshoot network connectivity (switches, VLANs, firewalls, VPNs).
• Configure and support remote-access technologies (VPNs, Remote Desktop Services).
• Document troubleshooting steps and communicate progress to clients clearly.
• Support client onboarding and infrastructure projects with senior engineers.

Skills

3+ years IT support

MSP experience

Microsoft 365 / Windows desktop

Networking fundamentals

Ticketing systems

Independent with teamwork

Education

No degree required

Certifications welcome

Tools

Microsoft 365

Windows Server

Active Directory

Group Policy

DNS / DHCP

VPNs / Remote access

Job description

Noventech is seeking a Systems Analyst to join our growing Managed Services team in Lombard, Illinois.

This Tier 2 position is ideal for an IT professional who has experience resolving technical issues beyond the helpdesk level and is ready to take greater ownership of escalated tickets and client projects.

You will work with a variety of client environments, including Microsoft 365, Windows Server, networking equipment, firewalls, cloud services, and business applications. You will receive escalated issues from our Tier 1 team, troubleshoot more complex technical problems, assist with client onboarding and infrastructure projects, and collaborate with senior engineers when advanced expertise is required.

This role offers a great deal of variety and is well suited for someone who enjoys solving problems, working directly with clients, and continuing to expand their technical skills.

Responsibilities

Escalated Technical Support

• Take ownership of escalated tickets from Tier 1 technicians and work them through resolution.
• Troubleshoot issues involving desktops, laptops, servers, networks, Microsoft 365, and business applications.
• Diagnose and resolve problems involving Windows Server, Active Directory, Group Policy, DNS, DHCP, file permissions, printing, and related Microsoft technologies.
• Troubleshoot network connectivity issues involving switches, wireless networks, VLANs, firewalls, internet connections, and site-to-site connectivity.
• Configure and support remote-access technologies, including VPNs and Remote Desktop Services.
• Identify when an issue requires escalation to a senior engineer and provide clear documentation of the troubleshooting already completed.
• Provide guidance to Tier 1 technicians and help them develop their troubleshooting skills.

Projects and Client Onboarding

• Participate in client onboarding projects, including technical discovery, documentation, software deployment, system standardization, and remediation of identified issues.
• Assist with server migrations, server replacements, operating-system upgrades, and infrastructure improvements.
• Support Microsoft 365 migrations and related identity, email, and security projects.
• Configure and deploy desktops, laptops, servers, networking equipment, and other client technology.
• Complete smaller projects independently and assist senior engineers with larger or more complex implementations.
• Coordinate project tasks with clients, vendors, and other members of the Noventech team.
• Verify that completed work is tested, documented, and successfully transitioned to ongoing support.

Client Communication

• Communicate with clients in a friendly, professional, and understandable manner.
• Provide timely updates regarding ticket status, project progress, next steps, and expected resolution.
• Translate technical issues into explanations that make sense to non-technical users.
• Set appropriate expectations and follow through on commitments.
• Maintain a calm and helpful approach when clients are experiencing stressful or disruptive technology issues.

Documentation and Process Improvement

• Maintain accurate and complete ticket notes, including troubleshooting steps, findings, resolutions, and time entries.
• Create and update technical documentation for client systems, networks, applications, and procedures.
• Document repeatable solutions that can be used by Tier 1 technicians and other members of the team.
• Follow Noventech's technical standards, security practices, and established processes.
• Identify recurring issues and recommend improvements that may prevent future problems.

Qualifications

Required Experience and Technical Skills

• At least three years of professional IT support experience.
• Experience working for a Managed Service Provider is strongly preferred.
• Hands-on experience supporting Microsoft 365 and Windows desktop environments.
• Experience administering or troubleshooting Windows Server, Active Directory, Group Policy, DNS, DHCP, and file permissions.
• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VLANs, switches, wireless networks, firewalls, and VPNs.
• Ability to methodically diagnose technical problems and determine an appropriate resolution.
• Experience working in a ticketing system and documenting technical work.
• Ability to manage multiple tickets and project responsibilities while maintaining appropriate follow-up.

Preferred Experience

Experience with any of the following is beneficial but not required:

• Microsoft Entra ID and Microsoft Intune
• Hyper-V, VMware, or other virtualization platforms
• Microsoft 365 migrations
• Server migrations and operating-system upgrades
• Firewalls, managed switches, and wireless networks
• Remote monitoring and management tools
• Endpoint detection and response platforms
• Backup and disaster-recovery systems
• Managed Service Provider tools and processes

Professional Skills

• Strong written and verbal communication skills.
• A customer-service mindset and empathy for users experiencing technical problems.
• Ability to work independently while also collaborating with Tier 1 technicians, project teams, and senior engineers.
• Organized, dependable, and accountable for assigned tickets and tasks.
• Willingness to research unfamiliar issues and learn new technologies.
• Good judgment regarding when to continue troubleshooting and when to request assistance.
• Interest in building a long-term career in managed IT services.

Education and Certifications

• A college degree is not required.
• Industry certifications are welcomed but not required.
• Noventech provides opportunities for training, professional development, and career advancement.

Schedule and Location

• This is a full-time, in-office position at our Lombard, Illinois office.
• This position is not remote or hybrid.
• Traditional business hours with participation in a rotating on-call schedule.
• Occasional travel to client locations throughout the Chicago area may be required.

Benefits

• Health, dental, and vision insurance
• Retirement plan with company match
• Paid time off
• Paid holidays
• Training and professional-development opportunities
• Opportunities for advancement within a growing IT services company

About Noventech

Noventech, Inc. is a growing Managed Service Provider serving local small and medium-sized businesses, nonprofit organizations, and government agencies.

Our clients rely on Noventech as their outsourced IT department and technology consultant. We support their employees, manage their systems, protect their environments, and help them plan for future technology needs.

We believe in responsive service, clear communication, strong documentation, teamwork, and taking ownership of our clients' technology.