Tier 2 Service Desk Analyst: Windows, M365 & AV

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

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