Remote Technical Support Analyst, Level II

At Tlingit Haida Tribal Business Corporation (THTBC), your work goes beyond the

job description
—it becomes part of a purpose-driven legacy. Our continuous commitment to growth directly contributes to the strength, resilience, and future of the communities we serve. Every milestone we achieve helps fund programs, expand services, and create lasting value for the Tribe, making each success a shared one. For more than 35 years THTBC and its subsidiaries have delivered mission-critical services to federal clients globally. From logistics and information technology to cybersecurity and facilities operations, we are united by a single purpose: to generate meaningful economic opportunity and sustainable growth for the Tlingit & Haida Tribes of Alaska. Together We Grow – One Mission, One Team – With a Commitment to Serve Job Title: IT Technical Support Analyst, Level II Work

Location:
Remote or hybrid if near CO/VA offices Labor Category:  Non-Exempt Clearance Level:  Secret Travel:  N/A  

About the Role
The Technical Support Level 2 Analyst serves as a primary point of contact for THTBC employees and is responsible for receiving incoming technical support calls and other service desk contacts, rapidly assessing the user's issue, performing effective triage, and resolving the issue during the initial interaction whenever practical. This position is expected to provide knowledgeable, professional, and customer-focused technical support while maintaining a strong emphasis on First Call Resolution (FCR), accurate ticket documentation, timely response, and ownership of the user experience. The Technical Support Level 2 Analyst provides hands-on support for Microsoft Windows endpoints, Microsoft 365 Commercial services, Microsoft Entra ID and Active Directory account issues, remote access, networking and connectivity, approved applications, printers, peripherals, mobile devices, and other end-user technologies. The role requires broad technical knowledge, disciplined troubleshooting, and the ability to distinguish between issues that can be resolved immediately and those that require escalation to Systems Engineering, Cybersecurity, application owners, vendors, or other specialized resources. A core expectation of this position is to maximize First Call Resolution without compromising security, accuracy, or established escalation requirements. The Analyst must ask effective diagnostic questions, gather complete information, identify business impact and urgency, use available tools and knowledge resources, perform appropriate remediation, validate the result with the user, and document the complete resolution. When escalation is necessary, the Analyst is responsible for ensuring the ticket contains sufficient troubleshooting history, technical detail, impact information, and supporting evidence to enable an efficient handoff. Working closely with the IT Technical Support Lead Analyst, IT leadership, Systems Engineering, Cybersecurity, and other technical teams, the Technical Support Level 2 Analyst helps maintain a responsive, secure, measurable, and continuously improving service desk. The position contributes to knowledge management, service quality, user education, ticket trend identification, documentation, and process improvement while supporting THTBC's business operations and federal contracting requirements. What You'll Be Doing Serve as a primary point of contact for incoming IT support calls and service desk contacts from THTBC employees, subsidiaries, remote users, and authorized support populations. Answer incoming support calls promptly and professionally, establish ownership of the issue, and maintain effective communication with the user throughout diagnosis, resolution, or escalation. Perform immediate technical triage by identifying the affected user, device, system, application, location, business impact, urgency, symptoms, recent changes, and any security or compliance considerations. Accurately determine ticket type, category, priority, severity, impact, urgency, assignment, and escalation path in accordance with established IT Service Management (ITSM) procedures. Maintain a strong focus on First Call Resolution (FCR) by using structured troubleshooting, approved support tools, knowledge articles, prior ticket history, technical documentation, and sound technical judgment to resolve issues during the initial interaction whenever feasible. Balance FCR objectives with security, compliance, change-control, and escalation requirements; do not bypass required controls or perform unauthorized actions solely to achieve a first-contact resolution metric. Troubleshoot and resolve Level 1 and Level 2 end-user incidents and service requests involving hardware, software, identity, authentication, applications, connectivity, collaboration tools, peripherals, and remote-access technologies. Provide support for Microsoft Windows 10/11 workstations, laptops, desktops