Job Description

Title: Level 2 Service Desk Analyst
Type:6-Month Contract) 
Location: Atlanta, GA (Hybrid - 3 Days Onsite)

Position Summary:
We are seeking a skilled and customer-oriented Level 2 Service Desk Analyst for a 6-month contract assignment based at our client's site in Dunwoody, GA. The ideal candidate will be a proactive problem-solver with experience providing advanced technical support in a dynamic environment. This role requires excellent communication skills and a proven ability to work cross-functionally with internal IT departments and outsourced support teams to ensure seamless issue resolution.

Key Responsibilities:

• Serve as a primary escalation point for complex technical issues from Level 1 support, providing timely and effective solutions to end-users.
• Diagnose, troubleshoot, and resolve hardware (desktops, laptops, mobile devices, peripherals) and software issues (Windows OS, Microsoft 365, business applications).
• Manage user accounts, permissions, and access control in Active Directory and Azure Active Directory.
• Collaborate closely with internal teams (e.g., Network Operations, Systems Engineering, Cybersecurity) and external vendors or managed service partners to resolve escalated incidents and service requests.
• Document, track, and monitor all support incidents and requests in the ITSM tool (e.g., ServiceNow, Jira), ensuring detailed and accurate records of solutions.
• Assist with IT projects, including hardware refreshes, software deployments, and system migrations.
• Contribute to the creation and maintenance of the IT knowledge base to improve first-call resolution rates.
• Provide a high level of customer service, maintaining clear and consistent communication with users throughout the support process.

Required Qualifications & Experience:

• 3+ years of experience in a Level 2 Service Desk or Desktop Support role.
• Demonstrated experience working in a multi-team environment, effectively collaborating with internal IT staff and outsourced partners.
• Strong proficiency in troubleshooting Windows 10/11, Microsoft 365 Suite, VPN clients, and other standard enterprise software.
• Hands-on experience with Active Directory for user and group management.
• Familiarity with ITIL principles and experience working with modern ITSM/ticketing systems.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Must be able to reliably commute and work onsite in Dunwoody, GA, for three scheduled days per week.

Preferred Qualifications:

• Relevant technical certifications (e.g., CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate).
• Experience with remote management and software deployment tools (e.g., Microsoft Intune, SCCM).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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