Service Desk Analyst II

Nleague Services Inc

Atlanta, Georgia

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Analysis Skills, Atlassian JIRA, Audiovisual, Automation, Change Management, Communication Skills, Computer Systems, Continuous Improvement, Copying Machines, Cross-Functional, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Documentation, Educational Technology, Emergency Response, Establish Priorities, Faculty Administration, Government, Help Desk, IT Service Management (ITSM), Identify Issues, Identity Data Management, Incident Management, Incident Response, Information Technology & Information Systems, Internet Security, Knowledge Base, Knowledge Management, Maintenance Services, Mentoring, Microsoft Active Directory, Microsoft Office, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Network Administration/Management, Network Systems, Onboarding, Operational Audit, Operational Improvement, Operational Support, Operations Processes, Printers, Problem Solving Skills, Procedure Development, Process Improvement, Resolve Customer Issues, ServiceNow, Single Sign-On (SSO), Software Administration, Staff Training, Support Documentation, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Leadership, Technical Support, Technical Writing, VPN (Virtual Private Network), Wireless Communications

LOCATION

Atlanta, Georgia

POSTED

2 days ago

Help Desk / Service Desk Support Analyst IIProvides 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 ResponsibilitiesProvide Tier-2 technical support for escalated incidents, service requests, and operational issuesTroubleshoot and resolve complex hardware, software, account, classroom technology, connectivity, and application-related issuesServe as an escalation point and technical resource for Tier-1 support staffUtilize advanced troubleshooting methodologies to diagnose root causes and implement sustainable solutionsSupport district end-user computing environments, instructional technology platforms, audio-visual systems, and enterprise applicationsPerform advanced support for Microsoft 365, Google Workspace, identity management, Single Sign-On (SSO), Student Information Systems (SIS), and endpoint technologiesCollaborate with infrastructure, cybersecurity, networking, systems administration, and application support teamsMonitor recurring incidents and participate in problem management and operational improvement activitiesDevelop, maintain, and review technical documentation, troubleshooting procedures, and knowledgebase articlesParticipate in district technology deployments, upgrades, migrations, and operational projectsAssist with onboarding, mentoring, and technical guidance for Tier-1 support staffSupport district communication and incident response activities during outages or critical incidentsEnsure compliance with district cybersecurity, audit, data privacy, and operational standardsParticipate in support swarming, cross-functional troubleshooting, and operational review meetingsIdentify automation opportunities and recommend process improvements to improve efficiency and service qualityKey Skills & QualificationsStrong technical troubleshooting and analytical problem-solving abilitiesAdvanced customer service and communication skillsAbility to communicate technical concepts effectively to technical and non-technical audiencesExperience supporting enterprise technology environments and escalated support operationsAbility to prioritize and manage multiple complex incidents simultaneouslyStrong documentation, organizational, and operational process skillsAbility to mentor junior support staff and contribute to team developmentStrong understanding of incident management, escalation management, and operational support practicesAwareness of cybersecurity principles, identity management, and data privacy standardsAbility to collaborate effectively across technical teams, vendors, instructional staff, and district leadershipExperienceMinimum 5-10 years of experience in Help Desk, Service Desk, Desktop Support, Endpoint Support, or advanced technical support roles requiredExperience supporting K–12 education, public sector, enterprise, or large-scale support environments preferredExperience supporting classroom technology, instructional systems, and enterprise collaboration platforms highly desirableExperience participating in technology projects, deployments, or operational improvement initiatives preferredTechnical RequirementsAdvanced experience with IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalentStrong experience supporting Windows devices, Microsoft 365, Google Workspace, and endpoint technologiesExperience with remote support tools, endpoint management systems, and device troubleshootingWorking knowledge of networking concepts including TCP/IP, DNS, DHCP, wireless connectivity, and VPN supportExperience supporting identity management, Active Directory, Azure AD/Entra ID, Single Sign-On (SSO), and account provisioningFamiliarity with Student Information Systems (SIS), instructional applications, and classroom technologies preferredExperience supporting printers, copiers, audio-visual systems, and conferencing technologiesUnderstanding of problem management, change management, and operational support processesProficiency with Microsoft Office Suite, Teams, SharePoint, and collaboration platformsAbility to maintain audit-compliant support documentation and operational recordsOperational ExpectationsExpected to resolve escalated technical issues efficiently while maintaining high customer service standardsMust maintain detailed and accurate technical documentation and ticket historiesExpected to follow district operational, cybersecurity, and compliance procedures consistentlySupports continuous improvement initiatives, knowledge management, and process optimization effortsExpected to contribute to operational reporting, service quality improvements, and issue trend analysisMust maintain professionalism, confidentiality, and accountability while supporting district systems and usersMay participate in after-hours support, emergency response activities, district technology initiatives, and operational project work as requiredLocation RequirementsCandidate must be local or willing to commute or relocate. - Candidate Must Be LocalAdditional Location Details (City, State) : - Atlanta, GABackground VerificationUpon candidate selection: - APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps.

Service Desk Analyst II

Nleague Services Inc

Atlanta, Georgia

About the Company

Nleague Services Inc

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