IT Support Analyst II
Window Nation, Fulton, MD, United States
Window Nation
One Goal, One Passion - Growth is Everything at Window Nation
Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.
The IT Support AnalystIIserves as an escalation point from Tier 1 support andis responsible for diagnosing and resolving complex technical issues across hardware, software, and network environments. This role requires a deeper level of technicalexpertiseand independent problem-solving, with the ability to mentor junior staff, manage endpoint infrastructure, and collaborate with Tier 3 on escalated incidents.
Core Role Responsibilities
Resolve remote and local Service Desk issues such as password resets, hardware malfunctions, application functionality, etc.
Analyze and identify trends in issue reporting on the ticket queues; suggest preventive solutions
Managing devices in Intune
Creating Distribution and Distribution Groups in O365
Create documentation related to processes and procedures
Provide daily support for applications, mobile devices, desktops, laptops, printers/scanners/copiers, wired and wireless network connections
Support IT asset management initiatives
Perform issue troubleshooting and identify resolution
Manage VOIP system administration (Five9)
Provision and deprovision of user accounts
Assign phone numbers and station IDs
Configure and troubleshoot Five9 softphone on user workstations
Escalate unresolved issues with Tier III or Team Lead.
Update the tickets daily
Basic Qualifications
3–5 years of hands-on IT support experience, with at least 1–2 years at a Tier 2 level
Associate degree or higher in Computer Science, Information Technology, or a related field
3+ years of experience with user account management in Microsoft Entra ID / Azure Active Directory
2+ years of hands-on experience with VOIP system administration (Five9, Webex, or similar)
Experience managing Microsoft 365 environment including Exchange Online, Teams, and SharePoint
Preferred Qualifications
Experience with ITSM platforms such as ServiceDesk Plus, ServiceNow, or similar
Familiarity with Microsoft Azure services and administration
Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)
$60,000 - $70,000 a year
Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.
At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.
#J-18808-Ljbffr
One Goal, One Passion - Growth is Everything at Window Nation
Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.
The IT Support AnalystIIserves as an escalation point from Tier 1 support andis responsible for diagnosing and resolving complex technical issues across hardware, software, and network environments. This role requires a deeper level of technicalexpertiseand independent problem-solving, with the ability to mentor junior staff, manage endpoint infrastructure, and collaborate with Tier 3 on escalated incidents.
Core Role Responsibilities
Resolve remote and local Service Desk issues such as password resets, hardware malfunctions, application functionality, etc.
Analyze and identify trends in issue reporting on the ticket queues; suggest preventive solutions
Managing devices in Intune
Creating Distribution and Distribution Groups in O365
Create documentation related to processes and procedures
Provide daily support for applications, mobile devices, desktops, laptops, printers/scanners/copiers, wired and wireless network connections
Support IT asset management initiatives
Perform issue troubleshooting and identify resolution
Manage VOIP system administration (Five9)
Provision and deprovision of user accounts
Assign phone numbers and station IDs
Configure and troubleshoot Five9 softphone on user workstations
Escalate unresolved issues with Tier III or Team Lead.
Update the tickets daily
Basic Qualifications
3–5 years of hands-on IT support experience, with at least 1–2 years at a Tier 2 level
Associate degree or higher in Computer Science, Information Technology, or a related field
3+ years of experience with user account management in Microsoft Entra ID / Azure Active Directory
2+ years of hands-on experience with VOIP system administration (Five9, Webex, or similar)
Experience managing Microsoft 365 environment including Exchange Online, Teams, and SharePoint
Preferred Qualifications
Experience with ITSM platforms such as ServiceDesk Plus, ServiceNow, or similar
Familiarity with Microsoft Azure services and administration
Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)
$60,000 - $70,000 a year
Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.
At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.
#J-18808-Ljbffr