Systems Analyst – Tier 2
$70,000–$90,000 year
On-siteLombard, Illinois, United States
Job Summary
Take ownership of escalated tickets from Tier 1 technicians, troubleshooting complex issues involving desktops, servers, networks, Microsoft 365, and business applications. Diagnose and resolve problems related to Windows Server, Active Directory, DNS, DHCP, and network connectivity, while configuring remote-access technologies like VPNs. Guide Tier 1 technicians on troubleshooting and document all findings, resolutions, and repeatable solutions for team use. Participate in client onboarding projects, including technical discovery, software deployment, server migrations, and Microsoft 365 identity and security implementations. Coordinate tasks with clients and vendors, verify completed work, and translate technical details into clear updates for non-technical users. Maintain accurate ticket notes and technical documentation while following established security practices. This full-time, in-office role in Lombard, Illinois includes a rotating on-call schedule and occasional travel to client sites throughout the Chicago area.
Required Qualifications
- At least three years of professional IT support experience
- Hands-on experience supporting Microsoft 365 and Windows desktop environments
- Experience administering or troubleshooting Windows Server, Active Directory, Group Policy, DNS, DHCP, and file permissions
- Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VLANs, switches, wireless networks, firewalls, and VPNs
- Ability to methodically diagnose technical problems and determine an appropriate resolution
- Experience working in a ticketing system and documenting technical work
- Ability to manage multiple tickets and project responsibilities while maintaining appropriate follow-up
- Strong written and verbal communication skills
- A customer-service mindset and empathy for users experiencing technical problems
- Ability to work independently while also collaborating with Tier 1 technicians, project teams, and senior engineers
- Organized, dependable, and accountable for assigned tickets and tasks
- Willingness to research unfamiliar issues and learn new technologies
- Good judgment regarding when to continue troubleshooting and when to request assistance
- This is a full-time, in-office position at our Lombard, Illinois office
- This position is not remote or hybrid
- Traditional business hours with participation in a rotating on-call schedule
- Occasional travel to client locations throughout the Chicago area may be required
Desired Qualifications
- Experience working for a Managed Service Provider is strongly preferred
- Experience with Microsoft Entra ID and Microsoft Intune
- Experience with Hyper-V, VMware, or other virtualization platforms
- Microsoft 365 migrations
- Server migrations and operating-system upgrades
- Firewalls, managed switches, and wireless networks
- Remote monitoring and management tools
- Endpoint detection and response platforms
- Backup and disaster-recovery systems
- Managed Service Provider tools and processes
- Interest in building a long-term career in managed IT services
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