Tier 2 IT Systems & End-User Support Analyst

Insight Global; Baltimore (MD); On-site; USD 70,000 - 90,000; Full time

Job summary

Insight Global is seeking a Tier 2 Information Systems Analyst to provide advanced technical support across the enterprise. This role is the escalation point for complex issues and collaborates with infrastructure, security, application, and business teams to ensure reliable IT services.

You will diagnose and resolve incidents, support Windows 10/11 environments, and assist with AD/Azure AD, MS 365 applications, and enterprise business apps.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years in IT support, service desk, desktop or systems support.
• Strong troubleshooting in Windows 10/11 environments.
• Experience supporting Microsoft 365, Outlook, Teams, OneDrive and SharePoint.
• Working knowledge of AD and Azure AD.
• Experience with ITSM/ticketing systems (ServiceNow or similar).
• Knowledge of TCP/IP, DNS, DHCP, VPN and wireless connectivity.
• Excellent analytical, troubleshooting and problem-solving skills.
• Strong written and verbal communication skills.

Responsibilities

• Tier 2 escalation for hardware, software, network, and app issues.
• Diagnose and resolve complex incidents within SLA.
• Support Windows OS and Microsoft 365 applications.
• Manage user accounts: provisioning, access requests, password resets, permissions.
• Troubleshoot desktops, laptops, mobiles, printers, VPN, and collaboration tools.
• Monitor queues and prioritize tickets by impact and urgency.
• Collaborate with Tier 1, Infrastructure, Security and App Support teams.
• Document troubleshooting steps, root causes and solutions in the CMDB/ITSM tool.
• Contribute to problem management and permanent fixes.
• Support software deployments, upgrades, and patches.
• Assist with onboarding/offboarding and access management.
• Maintain knowledge bases and SOPs.
• Participate in after-hours support rotations as needed.

Skills

Windows 10/11

Microsoft 365

Active Directory

Azure AD

ITSM / ServiceNow

Networking

Communication

Problem solving

Education

Bachelor's degree in Information Systems / CS / IT

Job description

Insight Global is seeking a Tier 2 Information Systems Analyst to provide advanced technical support across the enterprise. This role is the escalation point for complex issues and collaborates with infrastructure, security, application, and business teams to ensure reliable IT services.

You will diagnose and resolve incidents, support Windows 10/11 environments, and assist with AD/Azure AD, MS 365 applications, and enterprise business apps.