IT Support Analyst II

New

Skills

Cloud Computing Command Line Interface (CLI) DNS HTTP IT Support Knowledge Management Multi-Factor Authentication (MFA) Networking SaaS Troubleshooting

As an IT Support Analyst II, you will provide prompt and efficient IT support to internal users, ensuring that complex issues are diagnosed and resolved swiftly. You will play a critical role in maintaining the operational efficiency of our SaaS/cloud-first environment through effective troubleshooting and user support.

Key Responsibilities
  • Triage and resolve complex IT issues for internal users.
  • Utilize CLI to read logs and diagnose issues.
  • Perform HTTP/DNS checks to ensure system functionality.
  • Own hardware/software troubleshooting and act as an escalation point for the service desk.
  • Create and maintain SOPs, runbooks, and knowledge articles.
  • Track and report support KPIs, suggesting process improvements.
  • Maintain accurate tickets and asset details with privacy and security in mind.
Requirements & Qualifications
  • 3–6 years of IT support experience in a SaaS/cloud-first environment.
  • Strong troubleshooting skills with a hypothesis-driven approach.
  • Solid understanding of OS and network fundamentals including HTTP, DNS, and authentication flows.
  • Experience with identity and access management, including MFA and least-privilege principles.
  • Fluent in CLI for troubleshooting purposes.
  • Excellent communication skills for technical explanations and ticket writing.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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