The Information Services Support Analyst II delivers technical support and guidance to internal users through daily consultation, training, troubleshooting, and problem-solving.

This role owns escalated issues, ensures the stability and usability of enterprise systems, and administers user accounts and permissions across multiple platforms. The Analyst II contributes to system optimization, user enablement, and the successful rollout of strategic technology initiatives.

• Advanced Support & Troubleshooting: Resolve escalated incidents across hardware, operating systems (Windows), applications, peripherals, and network connectivity; drive root-cause analysis and implement sustainable fixes.
• User Enablement: Deliver training, coaching, and clear documentation that improves user proficiency and reduces repeat tickets.
• Account & Access Administration: Manage identity and access (eg, Active Directory, Azure AD/Microsoft 365), permissions, MFA, and lifecycle events.
• Systems & Tools: Support device deployment, imaging, patching, and endpoint security.
• Projects & Rollouts: Lead or assist with technology deployments and system upgrades.
• Continuous Improvement: Analyze trends, propose enhancements, and contribute SOPs and knowledge-base articles.
• Stakeholder Communication: Provide timely, clear updates; elevate risks appropriately.
• Other responsibilities as assigned.