Technical Support Analyst II

Overview

We are seeking a skilled and customer-focused Technical Support Analyst II to provide advanced technical support to end-users. This role serves as the escalation point for complex issues that cannot be resolved at the Tier I level. The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and the ability to work independently while supporting a wide range of IT systems and applications.

Key Responsibilities

• Technical Support
  
  • Provide second-level support for hardware, software, and network issues.
  • Troubleshoot and resolve escalated tickets from Help Desk I staff.
  • Assist with installation, configuration, and maintenance of desktop systems and applications.
• System Administration Assistance
  
  • Support user account management, permissions, and access controls.
  • Perform routine maintenance tasks such as updates, patches, and backups.
  • Assist in monitoring system performance and security.
• Customer Service
  
  • Communicate effectively with end-users to understand and resolve technical issues.
  • Document solutions and provide clear instructions to users.
  • Deliver training and guidance on IT best practices when needed.
• Collaboration & Escalation
  
  • Work closely with Systems Administrators and IT staff to resolve complex problems.
  • Escalate unresolved issues to Tier III or specialized teams as appropriate.
  • Contribute to knowledge base documentation for recurring issues.
• Continuous Improvement
  
  • Identify opportunities to improve support processes and efficiency.
  • Stay current with emerging technologies and recommend improvements.
  • Participate in IT projects and system upgrades as assigned.

Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2-4 years of experience in IT support or help desk roles.
• Strong knowledge of Windows and/or macOS environments, Microsoft Office, and common business applications.
• Familiarity with networking basics (TCP/IP, DNS, DHCP) and remote support tools.
• Excellent problem-solving, communication, and customer service skills.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Desktop Support Technician) are a plus.

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Ref: #208-Rowland Tulsa