IT Support Analyst 2

Maxonic maintains a close and long-term relationship with our direct client. In support of their needs, we are looking for a IT Support Analyst 2.

Job Description:

Job Title: IT Support Analyst 2

Job Type: Contract

Job Location: Phoenix, AZ

Work Schedule: Onsite

Pay Rate: $51, Based on experience

Description:

The IT Support Analyst Level 2 provides advanced technical support to end users, resolving escalated incidents and service requests that exceed Level 1 capabilities. This role serves as a critical escalation point, performing root cause analysis, implementing solutions across hardware, software, and network environments, and ensuring timely resolution in accordance with established SLAs.

Key Responsibilities:

• Receive and resolve escalated incidents from Level 1 support, diagnosing complex hardware, software, networking, and application issues

• Perform advanced troubleshooting of Windows and macOS platforms including OS-level diagnostics, driver conflicts, and system performance issues

• Administer and support enterprise tools including Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms (e.g., SCCM, Intune, JAMF)

• Execute IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment

• Manage and prioritize incident and service request queues within ServiceNow, ensuring adherence to SLA response and resolution targets

• Support conference room AV equipment including Teams Rooms and Zoom Rooms, printers, and peripheral devices

• Document resolutions, update knowledge base articles, and contribute to standard operating procedures

• Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required

• Participate in asset lifecycle management including imaging, deployment, tracking, and decommissioning

• Provide VIP/executive support as needed, ensuring white-glove service delivery

• Identify recurring issues and recommend process improvements or automation opportunities

Required Qualifications:

• 2–4 years of experience in an IT support or helpdesk environment

• Strong working knowledge of Windows 10/11 and macOS platforms

• Experience with Active Directory, Azure AD, and Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams)

• Familiarity with ITIL framework and incident/problem/change management processes

• Proficiency with ServiceNow for incident, request, and change management

• Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools

• Working knowledge of Microsoft Teams and Zoom administration and troubleshooting

• Strong analytical and problem-solving skills with the ability to perform root cause analysis

• Excellent written and verbal communication skills with a customer-service orientation

Preferred Qualifications:

• ITIL v4 Foundation certification

• CompTIA A+, Network+, or equivalent certifications

• Jamf Certified Associate or Jamf Certified Tech

• Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent

• Experience supporting VPN, network printing, and enterprise wireless environments

• Familiarity with scripting (PowerShell, Bash) for task automation

• Experience in a manufacturing, semiconductor, or enterprise corporate environment

Work Environment:

• On-site support during standard business hours

• May require lifting and transporting IT equipment (up to 50 lbs)

About Maxonic:

Since 2002 Maxonic has been at the forefront of connecting candidate strengths to client challenges. Our award winning, dedicated team of r