Help Desk / Service Desk Support Analyst II

Provides advanced Tier-2 technical support within a K–12 public school district environment for teachers, administrators, support staff, students, and families. This role is responsible for resolving escalated incidents, performing advanced troubleshooting, supporting district-wide technology systems, and serving as a technical escalation point for Tier-1 support staff.

The Tier 2 Analyst supports complex technical environments including end-user computing, classroom technology, identity management, networking, audio-visual systems, and instructional applications. This position requires strong technical expertise, analytical problem-solving skills, operational awareness, and the ability to collaborate across multiple technical and instructional teams.

Key Responsibilities

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  Provide Tier-2 technical support for escalated incidents, service requests, and operational issues
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  Troubleshoot and resolve complex hardware, software, account, classroom technology, connectivity, and application-related issues
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  Serve as an escalation point and technical resource for Tier-1 support staff
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  Utilize advanced troubleshooting methodologies to diagnose root causes and implement sustainable solutions
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  Support district end-user computing environments, instructional technology platforms, audio-visual systems, and enterprise applications
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  Perform advanced support for Microsoft 365, Google Workspace, identity management, Single Sign-On (SSO), Student Information Systems (SIS), and endpoint technologies
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  Collaborate with infrastructure, cybersecurity, networking, systems administration, and application support teams
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  Monitor recurring incidents and participate in problem management and operational improvement activities
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  Develop, maintain, and review technical documentation, troubleshooting procedures, and knowledgebase articles
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  Participate in district technology deployments, upgrades, migrations, and operational projects
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  Assist with onboarding, mentoring, and technical guidance for Tier-1 support staff
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  Support district communication and incident response activities during outages or critical incidents
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  Ensure compliance with district cybersecurity, audit, data privacy, and operational standards
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  Participate in support swarming, cross-functional troubleshooting, and operational review meetings
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  Identify automation opportunities and recommend process improvements to improve efficiency and service quality

Key Skills & Qualifications

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  Strong technical troubleshooting and analytical problem-solving abilities
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  Advanced customer service and communication skills
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  Ability to communicate technical concepts effectively to technical and non-technical audiences
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  Experience supporting enterprise technology environments and escalated support operations
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  Ability to prioritize and manage multiple complex incidents simultaneously
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  Strong documentation, organizational, and operational process skills
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  Ability to mentor junior support staff and contribute to team development
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  Strong understanding of incident management, escalation management, and operational support practices
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  Awareness of cybersecurity principles, identity management, and data privacy standards
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  Ability to collaborate effectively across technical teams, vendors, instructional staff, and district leadership

Experience

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  Minimum 5-10 years of experience in Help Desk, Service Desk, Desktop Support, Endpoint Support, or advanced technical support roles required
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  Experience supporting K–12 education, public sector, enterprise, or large-scale support environments preferred
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  Experience supporting classroom technology, instructional systems, and enterprise collaboration platforms highly desirable
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  Experience participating in technology projects, deployments, or operational improvement initiatives preferred

Technical Requirements

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  Advanced experience with IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent
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  Strong experience supporting Windows devices, Microsoft 365, Google Workspace, and endpoint technologies
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  Experience with remote support tools, endpoint management systems, and device troubleshooting
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  Working knowledge of networking concepts including TCP/IP, DNS, DHCP, wireless connectivity, and VPN support
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  Experience supporting identity management, Active Directory, Azure AD/Entra ID, Single Sign-On (SSO), and account provisioning
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  Familiarity with Student Information Systems (SIS), instructional applications, and classroom technologies preferred
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  Experience supporting printers, copiers, audio-visual systems, and conferencing technologies
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  Understanding of problem management, change management, and operational support processes
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  Proficiency with Microsoft Office Suite, Teams, SharePoint, and collaboration platforms
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  Ability to maintain audit-compliant support documentation and operational records

Operational Expectations

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  Expected to resolve escalated technical issues efficiently while maintaining high customer service standards
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  Must maintain detailed and accurate technical documentation and ticket histories
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  Expected to follow district operational, cybersecurity, and compliance procedures consistently
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  Supports continuous improvement initiatives, knowledge management, and process optimization efforts
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  Expected to contribute to operational reporting, service quality improvements, and issue trend analysis
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  Must maintain professionalism, confidentiality, and accountability while supporting district systems and users
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  May participate in after-hours support, emergency response activities, district technology initiatives, and operational project work as required