Job Title : Tier 2 IT Service Desk Analyst
This position is available as an on-site assignment in San Antonio.
Summary :
The Tier 2 IT Service Desk Analyst provides advanced technical support to internal users by resolving escalated incidents, service requests, and system issues requiring deeper troubleshooting and analysis than Tier 1 support can provide. This role ensures continuity of business operations through timely problem resolution, root-cause identification, and proactive system monitoring. The analyst collaborates closely with IT operations, cybersecurity, and infrastructure teams to maintain a secure, stable, and high-performing technology environment. This position plays a critical role in delivering excellent employee experience through strong communication, technical expertise, and adherence to IT Service Management (ITSM) best practices.
Wage Type : Salaried
Essential Duties & Responsibilities:
To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Respond to and resolve escalated Tier 2 incidents and requests within SLA; perform deeper diagnostics than Tier 1 using logs, event viewers, endpoint telemetry, and vendor tooling. Diagnose and resolve complex Windows, Microsoft 365, networking, and application issues; guide Tier 1 on repeatable fixes and triage patterns Perform system administration tasks such as user account creation/disable, group membership, application configuration, and license updates in Active Directory and Entra ID; resolve MFA/Conditional Access issues and SSO access problems. Support Intune policies, device enrollments, baseline compliance, Autopilot deployments, and remote actions (wipe/retire); remediate policy conflicts and device health issues, and core banking applications. Provide L2 support for Microsoft 365 (Exchange/Outlook, Teams/OneDrive/SharePoint), mailbox/permission changes, shared resources, and client configuration. Assist in workstation deployments, system upgrades, security patching, and lifecycle replacement of IT assets. Conduct root-cause analysis for recurring issues and identify opportunities for process improvements and preventive measures. Work within the ITSM framework (incident, request, problem, change); ensure accurate ticket documentation, proper categorization, and linkage to CIs/changes/problems Author clear knowledge-base articles and standard operating procedures; mentor Tier 1 to drive higher first-contact resolution and consistent service quality. Collaborate with other IT teams to support change management processes, application rollouts, incident escalations, and infrastructure initiatives. Provide artifacts for audits and reviews (ticket histories, access changes, patch status, screenshots/logs) in partnership with Security and Compliance Troubleshoot line-of-business and enterprise application issues (auth errors, permissions, client performance), escalating to application owners or vendors as needed. Provide clear status updates, set expectations, and ensure professional communication throughout the ticket lifecycle; maintain positive internal customer relationships. Carries out responsibilities in a manner consistent with our values and operating principles, in accordance with policy and applicable laws, and with a commitment to commitment to continuous improvement and process excellence. Any other duties as assigned. Key Deliverables:
Resolution of Tier 2 incidents and service requests within defined SLAs. Accurate, complete technical documentation and knowledge articles. Successful execution of system updates, deployments, and maintenance activities. Root-cause analysis summaries and recommended corrective actions. Strong internal customer satisfaction ratings and feedback. Organizational Structure :
Reports to: Senior I.T. Manager
Supervises: NA
Qualifications:
Education:
Minimum: Associate degree in Information Technology, Computer Science, Cybersecurity, or a related field; or equivalent work experience. Preferred: Bachelor's degree in an IT-related field; relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft 365/MD-102). Required Knowledge/Skills:
Minimum:
2+ years in technical support or Service Desk; strong Windows, M365, and enterprise app troubleshooting. Active Directory/Entra ID user and group administration; basic networking (DNS, DHCP, VPN, Wi-Fi). Ability to diagnose and resolve hardware, software, and connectivity issues. Familiarity with ITSM frameworks (incident, problem, request, and change management).
Preferred:
Administration experience with Microsoft 365, Azure AD/Entra ID, or endpoint tools (Intune, SCCM). Experience in a financial services or regulated environment. of security best practices and endpoint protection tools. Basic PowerShell for user/device/report automation (asset, license, membership checks). Experience contributing to knowledge bases and documenting technical procedures.
Desired Experiences:
Prior experience supporting escalated service desk issues. Experience documenting technical procedures and contributing to a knowledge base. Experience supporting enterprise applications, especially line-of-business systems in financial services environments. Experience collaborating with cross-functional IT teams for infrastructure or security-related tasks. Talents:
Strong positivity. Mission driven, competitive, goal oriented, and motivated to develop themselves and others. Energetic, resourceful, and appropriate work intensity to get the work done Strong people acumen and relationship skills; Naturally pre-disposed to quickly establish positive personal and professional relationships. Other:
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Must be able to lift to 20 pounds.
TransPecos Banks will not accept unsolicited resumes from any source other than the candidate. We will consider any candidate for whom an Agency submits an unsolicited resume, to have been referred to us by the Agency free of any charges or fees, other than those agencies we engage on a specific search. TransPecos Banks will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
This position is available as an on-site assignment in San Antonio.
Summary :
The Tier 2 IT Service Desk Analyst provides advanced technical support to internal users by resolving escalated incidents, service requests, and system issues requiring deeper troubleshooting and analysis than Tier 1 support can provide. This role ensures continuity of business operations through timely problem resolution, root-cause identification, and proactive system monitoring. The analyst collaborates closely with IT operations, cybersecurity, and infrastructure teams to maintain a secure, stable, and high-performing technology environment. This position plays a critical role in delivering excellent employee experience through strong communication, technical expertise, and adherence to IT Service Management (ITSM) best practices.
Wage Type : Salaried
Essential Duties & Responsibilities:
To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Respond to and resolve escalated Tier 2 incidents and requests within SLA; perform deeper diagnostics than Tier 1 using logs, event viewers, endpoint telemetry, and vendor tooling. Diagnose and resolve complex Windows, Microsoft 365, networking, and application issues; guide Tier 1 on repeatable fixes and triage patterns Perform system administration tasks such as user account creation/disable, group membership, application configuration, and license updates in Active Directory and Entra ID; resolve MFA/Conditional Access issues and SSO access problems. Support Intune policies, device enrollments, baseline compliance, Autopilot deployments, and remote actions (wipe/retire); remediate policy conflicts and device health issues, and core banking applications. Provide L2 support for Microsoft 365 (Exchange/Outlook, Teams/OneDrive/SharePoint), mailbox/permission changes, shared resources, and client configuration. Assist in workstation deployments, system upgrades, security patching, and lifecycle replacement of IT assets. Conduct root-cause analysis for recurring issues and identify opportunities for process improvements and preventive measures. Work within the ITSM framework (incident, request, problem, change); ensure accurate ticket documentation, proper categorization, and linkage to CIs/changes/problems Author clear knowledge-base articles and standard operating procedures; mentor Tier 1 to drive higher first-contact resolution and consistent service quality. Collaborate with other IT teams to support change management processes, application rollouts, incident escalations, and infrastructure initiatives. Provide artifacts for audits and reviews (ticket histories, access changes, patch status, screenshots/logs) in partnership with Security and Compliance Troubleshoot line-of-business and enterprise application issues (auth errors, permissions, client performance), escalating to application owners or vendors as needed. Provide clear status updates, set expectations, and ensure professional communication throughout the ticket lifecycle; maintain positive internal customer relationships. Carries out responsibilities in a manner consistent with our values and operating principles, in accordance with policy and applicable laws, and with a commitment to commitment to continuous improvement and process excellence. Any other duties as assigned. Key Deliverables:
Resolution of Tier 2 incidents and service requests within defined SLAs. Accurate, complete technical documentation and knowledge articles. Successful execution of system updates, deployments, and maintenance activities. Root-cause analysis summaries and recommended corrective actions. Strong internal customer satisfaction ratings and feedback. Organizational Structure :
Reports to: Senior I.T. Manager
Supervises: NA
Qualifications:
Education:
Minimum: Associate degree in Information Technology, Computer Science, Cybersecurity, or a related field; or equivalent work experience. Preferred: Bachelor's degree in an IT-related field; relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft 365/MD-102). Required Knowledge/Skills:
Minimum:
2+ years in technical support or Service Desk; strong Windows, M365, and enterprise app troubleshooting. Active Directory/Entra ID user and group administration; basic networking (DNS, DHCP, VPN, Wi-Fi). Ability to diagnose and resolve hardware, software, and connectivity issues. Familiarity with ITSM frameworks (incident, problem, request, and change management).
Preferred:
Administration experience with Microsoft 365, Azure AD/Entra ID, or endpoint tools (Intune, SCCM). Experience in a financial services or regulated environment. of security best practices and endpoint protection tools. Basic PowerShell for user/device/report automation (asset, license, membership checks). Experience contributing to knowledge bases and documenting technical procedures.
Desired Experiences:
Prior experience supporting escalated service desk issues. Experience documenting technical procedures and contributing to a knowledge base. Experience supporting enterprise applications, especially line-of-business systems in financial services environments. Experience collaborating with cross-functional IT teams for infrastructure or security-related tasks. Talents:
Strong positivity. Mission driven, competitive, goal oriented, and motivated to develop themselves and others. Energetic, resourceful, and appropriate work intensity to get the work done Strong people acumen and relationship skills; Naturally pre-disposed to quickly establish positive personal and professional relationships. Other:
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Must be able to lift to 20 pounds.
TransPecos Banks will not accept unsolicited resumes from any source other than the candidate. We will consider any candidate for whom an Agency submits an unsolicited resume, to have been referred to us by the Agency free of any charges or fees, other than those agencies we engage on a specific search. TransPecos Banks will not pay a fee for any placement resulting from the receipt of an unsolicited resume.