Service Desk Analyst II

Solve IT Solutions, LLC is hiring an Service Desk Analyst II to provide strong L2 support in a customer-first environment. This onsite role in Wyomissing, PA (19610) supports incidents, requests, alerts, and escalations while helping clients stay productive. The schedule is typically Monday through Friday, 8am to 5pm (EST), with flexibility for occasional after-hours needs and an on-call rotation estimated at one week on, five to six weeks off (on average).

What you will do

• Provide L2 service desk support for incoming incidents, requests, and alerts from calls and emails
• Document client-reported information and troubleshooting actions with accurate results in the PSA/ticketing system
• Resolve and route complex technical issues escalated from L1 to ensure timely, effective outcomes
• Assign, prioritize, and handle incidents and requests efficiently while maintaining high first-call resolution
• Maintain a personal queue of open tickets and follow up to drive incident resolution and customer satisfaction (CSAT)
• Monitor PSA tickets for critical problems, perform second-level troubleshooting, and escalate when appropriate
• Proactively identify recurring incident patterns and take steps to resolve or eliminate them
• Participate in process improvement and knowledge documentation to improve customer experience and operating efficiency
• Respond promptly to call and email queues while ensuring service level agreement adherence
• Maintain system security guidelines across all clients
• Create user accounts and manage client access rights
• Administer, configure, and maintain Microsoft Windows Server environments for performance, security, and reliability
• Collaborate with IT team members to monitor, manage, and troubleshoot M365 services including Azure, Entra ID, Exchange online, OneDrive, and SharePoint
• Support clients through effective communication and user education on system operations and applications
• Administer Microsoft-based systems as a shared responsibility, including Active Directory, GPOs, DNS, NFS, and related enterprise management systems
• Work with proprietary client applications for implementation and upgrades; coordinate with application support teams when needed
• Assist with internal documentation and procedures for specific client environments and support activities such as patch management

Skills and experience needed

• Minimum 5 years of IT support experience (at least 2 years in senior or escalated support; MSP experience strongly preferred)
• 5+ years using PSA/RMM tools for troubleshooting and service desk support
• Proficiency across a wide range of technologies, including Microsoft, Mac, VMWare, and Hyper-V
• Working knowledge of PCs, operating systems, applications, networks, and hardware concepts
• Understanding of cybersecurity best practices and tools to protect client data
• Monitoring and troubleshooting skills related to server performance
• Basic understanding of M365 environments including Azure and Entra ID
• Strong analytical and critical thinking with a record of resolving challenging technical issues
• Excellent verbal and written communication skills for end users and client IT or management, including professional writing and clear expectation setting
• Ability to work within on-call rotation during nights and weekends
• Highly self-motivated with attention to detail; comfortable working independently and collaboratively
• Ability to grow and learn new technologies
• Minimum education: High school or equivalent (Required)
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals, or other Microsoft certification are highly desirable
• Willingness to maintain and sustain current and new certifications and training as offered or required
• Wyomissing, PA 19610 is required; PA Driver’s License is preferred

Technologies you will work with

• Microsoft, Mac, VMWare, Hyper-V
• Microsoft Windows Server and Microsoft Windows Server environments
• Microsoft 365 (M365), Azure, Entra ID, Exchange online, OneDrive, SharePoint
• PSA/ticketing system, PSA/RMM, RMM
• Active Directory, GPOs, DNS, NFS

Compensation and schedule

Salary: USD 29 - 31 per hourly. Schedule: Typically Monday through Friday, 8am to 5pm (EST), with occasional flexible hours and on-call coverage (estimated one week on, five to six weeks off on average). This role is onsite/in person.

Benefits

• 401(k) and 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Flexible spending account
• Paid time off
• Referral program