Service Desk Analyst II

The Service Desk Analyst II at Great Day Improvements: A Family of Brands is an on-site, advanced support role in Twinsburg, OH. The position offers a hourly range of USD 24 to 33 and requires at least three years of experience with either an Associate or Bachelor’s degree in Information Technology or a related field. The role focuses on resolving complex incidents, delivering high-level technical assistance, and driving improvements to Service Desk operations.

Role Summary

The IT Service Desk Analyst II handles complex and escalated incidents, provides advanced technical support, and drives enhancements to Service Desk practices. This position also serves as a Tier I escalation point, mentoring peers and translating intricate technical issues into clear, actionable guidance to sustain a high level of customer experience.

Responsibilities

• Take ownership of complex and escalated incidents and service requests from Tier I through resolution, including matters affecting multiple users, systems, or locations.
• Evaluate and adjust ticket priority and urgency based on business impact, proactively manage at-risk work, and ensure adherence to SLAs.
• Ensure escalated tickets include complete diagnostic information and meet quality standards; return incomplete tickets and coach Tier I analysts on proper handling and escalation practices.
• Communicate status, business impact, and expected resolution timelines clearly to users and stakeholders during extended or high-visibility incidents.
• Perform advanced troubleshooting across Windows operating systems, Microsoft 365, enterprise applications, endpoint software, hardware, peripherals, mobile devices, connectivity, device configuration, compatibility issues, and performance degradation.
• Diagnose issues involving dependencies across devices, applications, networks, and enterprise systems, including undocumented cases or scenarios requiring judgment beyond standard procedures.
• Conduct structured root-cause analysis for recurring or high-impact incidents, identify patterns, document findings, and contribute to long-term solutions that reduce repeat incidents and overall ticket volume.
• Collaborate with Tier I analysts to improve fixes and guidance, and provide detailed diagnostic context to Systems, Network, Security, Application, and Problem Management teams to accelerate resolution.
• Install, configure, support, and troubleshoot desktops, laptops, mobile devices, printers, scanners, conferencing equipment, peripherals, and specialized setup through remote and on-site support.
• Support endpoint management activities including imaging, configuration enforcement, patch management, update compliance, software deployment, packaging, monitoring, and performance validation.
• Manage the full device lifecycle from provisioning to disposal, including upgrades, refresh cycles, repairs, warranty coordination, and secure decommissioning.
• Ensure devices meet security and configuration standards prior to deployment, maintain accurate asset records, reconcile physical inventory with asset systems, and support large-scale deployment and refresh initiatives.
• Triage endpoint security alerts in coordination with Security teams and assist remediation of vulnerable or non-compliant devices.
• Adhere to ITIL-aligned incident, request, escalation, and documentation processes, maintaining comprehensive records for audit readiness.
• Promote consistent Service Desk standards across tiers and contribute to a structured, process-driven support environment.
• Create, maintain, and improve knowledge base articles covering complex resolutions, undocumented issues, workarounds, and known errors.
• Translate technical resolutions into clear, repeatable guidance to improve Tier I troubleshooting, documentation, and escalation decisions.
• Mentor Tier I analysts, share troubleshooting techniques, and serve as a point of escalation for technical issues and process clarification.
• Handle escalated and high-impact user interactions with professionalism and empathy, explaining technical issues in plain language and providing timely updates through resolution.
• Collaborate with Infrastructure, Network, Security, Application, and other IT teams, acting as the liaison for escalated incidents and coordinated major-incident responses.
• Identify inefficiencies in Service Desk processes, tools, and ticket structures, contributing to automation, ITSM improvements, reporting enhancements, and endpoint-management optimization.
• Support continuous improvement initiatives to strengthen service quality, boost efficiency, improve customer experience, and reduce unnecessary escalations.

Requirements

• Hands-on experience supporting Windows desktop and laptop environments.
• Proficiency with Microsoft 365 applications and services (Outlook, Teams, OneDrive, SharePoint).
• Experience troubleshooting hardware, peripherals, mobile devices, and endpoint software.
• Familiarity with endpoint management, imaging, patching, and software deployment tools (for example, Intune, SCCM, SentinelOne, NinjaOne, or similar).
• Experience with remote support tools and ITSM or ticketing systems.
• Experience managing and resolving complex or escalated (Tier II) incidents and service requests in an enterprise IT environment.
• Demonstrated ability to perform root-cause analysis and drive permanent resolution of recurring technical issues.
• Basic understanding of networking concepts, including LAN/WAN, Wi-Fi, VPN, DNS, and DHCP.
• Strong customer service, communication, and problem-solving skills, with the ability to explain technical concepts to non-technical users and manage escalated interactions.
• Experience collaborating with Infrastructure, Network, Security, or Application teams to resolve complex technical issues.

Technologies

• Windows
• Microsoft 365
• Intune
• SCCM
• SentinelOne
• NinjaOne

Competencies

• Advanced Troubleshooting: Capable of diagnosing and resolving complex issues across endpoints, operating systems, applications, and basic network dependencies.
• Root Cause Focus: Identifies underlying causes of recurring issues and pursues permanent resolutions rather than quick fixes.
• Ownership & Accountability: Takes full responsibility for escalated issues through to resolution with thorough follow-through.
• Ticket Quality & Documentation: Maintains clear, structured, and complete ticket records to support resolution, audits, and knowledge reuse.
• Prioritization & Time Management: Manages multiple escalations effectively, balancing urgency, impact, and SLA commitments.
• Communication Skills: Explains technical issues clearly to diverse audiences and manages expectations appropriately.
• Cross-Team Collaboration: Works with Infrastructure, Security, and Application teams to resolve complex issues.
• Mentorship & Guidance: Supports Tier I analysts by improving troubleshooting approaches, ticket quality, and escalation standards.
• Process Adherence: Follows ITIL-aligned processes and reinforces Service Desk standards consistently.
• Continuous Improvement: Identifies patterns and opportunities to enhance service delivery, tools, and workflows.