Job Type
Full-time
Description
Technical Support Analyst II
Location: Knoxville, TN
Job Type: Full-Time
Industry: MIT Services
About the Role
Are you ready to take your technical support career to the next level? As a Technical Support Analyst II, you’ll be the go-to expert for resolving escalated IT issues, mentoring junior support staff, and contributing to system improvements. This role is ideal for professionals with hands-on experience in troubleshooting and a passion for delivering exceptional service in a dynamic, multi-site environment.
What You’ll Do
- Provide advanced troubleshooting for desktop, network, and software issues
- Install, configure, test, and maintain hardware, software, and peripherals
- Act as a technical resource for end-users and Level I support staff
- Analyze user problems and implement corrective actions
- Document support activities and maintain system configuration records
- Lead small-scale hardware/software upgrade projects
- Train users and Level I support staff on systems and procedures
- Collaborate with senior analysts and vendors on complex issues
- Monitor system performance and recommend improvements
- Ensure compliance with software licensing and asset management
- Deliver remote or on-site support as needed
Requirements
Education & Certifications
- Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- Required:
- CompTIA Network+
- Preferred:
- CompTIA Security+
- MD-10 Microsoft Endpoint Administrator + Mastering Endpoint Security
- Microsoft Teams Support + Using Teams + Configuring Teams
- Azure 900 Certificate
Experience & Technical Skills
- 2–3 years in a technical support role
- Proficiency in Windows/macOS, Active Directory, Office 365
- Familiarity with remote desktop tools and ticketing systems
- Moderate understanding of network technologies, security practices, and servers
- Experience with scripting (RMM & PowerShell)
- Experience with virtualization (VMware, Hyper-V)
- Experience in multi-site or remote support environments
Soft Skills
- Strong communication and interpersonal skills
- Ability to explain technical concepts to non-technical users
- Analytical thinking and problem-solving ability