Service Desk Analyst II

Great Day Improvements - IT Service Desk Analyst II (Somerset, NJ)

Work Location:

Somerset, NJ. This is a fully on-site position, M-F

Position Note: This is a Great Day Improvements position based at the Leafguard corporate location in Somerset, NJ. The selected candidate will be employed by Great Day Improvements and support enterprise Service Desk operations across the organization.

Pay Range: $26.00–$34.00 per hour. Actual compensation will vary based on the candidate’s experience, qualifications, and demonstrated skills.

Company Overview

Since its founding 13 years ago, Great Day Improvements, LLC has grown rapidly toward its vision of becoming one of the largest home improvement companies in the U.S. Headquartered in Twinsburg, Ohio, Great Day Improvements is a $1.5 billion, vertically integrated, direct-to-consumer provider of premium home improvement products.

The company’s family of brands includes Patio Enclosures®, Champion Windows and Home Exteriors®, Universal Windows Direct®, Leafguard®, and Englert®.

With an expanding workforce of over 4,000 employees across 130 metropolitan markets throughout the U.S., Great Day Improvements continues to rank among the top home improvement companies nationwide and is one of the fastest growing private companies in America.

Summary

The IT Service Desk Analyst II provides advanced technical support, resolves complex and escalated incidents, and helps improve overall Service Desk operations. This role requires strong hands-on troubleshooting skills across Windows, Microsoft 365, hardware, software, and enterprise systems, with an emphasis on identifying root causes and delivering long-term solutions.

Serving as a key escalation point for Tier I, the Analyst II takes ownership of challenging technical issues, ensures ticket quality, and supports team development through knowledge sharing, documentation, and mentorship. The role also contributes to process improvements, tool optimization, and more efficient service delivery.

The ideal candidate is technically versatile, resourceful, and accountable, with strong problem-solving and communication skills, a customer-focused mindset, and a genuine interest in continuous learning and technical growth.

Escalated Incident and Service Request Management

• Own complex and escalated incidents and service requests from Tier I through resolution, including issues affecting multiple users, systems, or locations.
• Assess and adjust ticket priority and urgency based on business impact, proactively manage at-risk work, and maintain SLA compliance.
• Ensure escalated tickets include complete diagnostic information and meet established quality standards; return incomplete tickets and coach Tier I analysts on proper ticket handling and escalation practices.
• Communicate status, business impact, and expected resolution timelines clearly to users and stakeholders during extended or high-visibility incidents.

Advanced Troubleshooting and Root-Cause Resolution

• Perform advanced troubleshooting across Windows operating systems, Microsoft 365, enterprise applications, endpoint software, hardware, peripherals, mobile devices, connectivity, device configuration, compatibility issues, and performance degradation.
• Diagnose issues involving dependencies across devices, applications, networks, and enterprise systems, including undocumented issues or situations requiring judgment beyond standard procedures.
• Conduct structured root-cause analysis for recurring or high-impact incidents, identify patterns and systemic issues, document findings, and contribute to long-term solutions that reduce repeat incidents and overall ticket volume.
• Partner with Tier I analysts to improve fixes and guidance, and provide detailed diagnostic context to Systems, Network, Security, Application, and Problem Management teams to accelerate resolution.

Endpoint, Device, and Asset Lifecycle Support

• Install, configure, support, and troubleshoot desktops, laptops, mobile devices, printers, scanners, conferencing equipment, peripherals, and specialized device setups through both remote and on-site support.
• Support endpoint management activities, including imaging, configuration enforcement, patch management, update compliance, software deployment, packaging, monitoring, and performance validation.
• Manage the full device lifecycle, including provisioning, configuration, upgrades, refresh cycles, repairs, warranty coordination, decommissioning, and secure disposal.
• Ensure devices meet security and configuration standards before deployment, maintain accurate asset records, reconcile physical inventory with asset systems, and support large-scale deployment and refresh initiatives.

Security, Compliance, and Operational Standards

• Triage endpoint-related security alerts in coordination with Security teams and support remediation of vulnerable, non-compliant, or unhealthy devices.
• Follow and reinforce ITIL-aligned incident, request, escalation, and documentation processes while maintaining accurate and complete records that support audit readiness.
• Promote consistent Service Desk standards across tiers and contribute to a structured, standardized, and process-driven support environment.

Knowledge Management and Tier I Enablement

• Create, maintain, and improve knowledge base articles covering complex issue resolution, new or undocumented issues, workarounds, and known errors.
• Translate technical resolutions into clear, repeatable guidance that improves Tier I troubleshooting, documentation, diagnostic quality, and escalation decisions.
• Mentor Tier I analysts, share troubleshooting techniques and best practices, and serve as a point of escalation for both technical issues and process clarification.

Customer Experience and Communication

• Handle escalated and high-impact user interactions with professionalism and empathy, explain technical issues in clear, non-technical language, set realistic expectations, and provide timely updates through resolution.

Service Improvement and Cross-Functional Collaboration

• Collaborate with Infrastructure, Network, Security, Application, and other IT teams, serving as the liaison between the Service Desk and these functions for escalated incidents and coordinated major-incident response.
• Identify inefficiencies in Service Desk processes, workflows, tools, and ticket structures, and contribute to automation, ITSM improvements, reporting enhancements, and endpoint-management optimization.
• Support continuous improvement initiatives that strengthen service quality, increase efficiency, improve customer experience, and reduce unnecessary escalations.

Required Qualifications

• IT Support Experience: Strong hands-on experience providing Tier II desktop, service desk, or technical support in a corporate environment, with the ability to independently troubleshoot complex issues from diagnosis through resolution.

• Microsoft Technologies: Strong working knowledge of Windows operating systems, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory, and Microsoft Entra ID, including user account management, access permissions, authentication, and troubleshooting.

• Advanced Troubleshooting: Ability to diagnose and resolve complex hardware, software, application, device performance, and connectivity issues using a logical, systematic approach. Demonstrated ability to identify root causes, research unfamiliar problems, and implement lasting solutions.

• Endpoint & Device Management: Experience installing, configuring, deploying, and supporting desktops, laptops, mobile devices, printers, scanners, conferencing equipment, and peripherals. Familiarity with endpoint management, imaging, software deployment, patching, and device security tools such as Intune, SCCM, NinjaOne, SentinelOne, or similar platforms.

• Networking Fundamentals: Working knowledge of LAN/WAN, Wi-Fi, VPN, IP addressing, and network troubleshooting, including the ability to identify and isolate connectivity issues across users, devices, applications, and networks.

• Ticket Management & Customer Support: Experience using IT service management (ITSM) platforms and remote support tools to manage incidents, escalations, and service requests. Ability to prioritize competing issues based on business impact, maintain accurate documentation, and meet service-level agreements (SLAs).

• Ownership & Accountability: Demonstrated ability to take ownership of technical issues, follow through to resolution, communicate progress, learn from mistakes, and proactively identify opportunities to improve processes and reduce recurring incidents.

• Communication & Collaboration: Strong customer service, communication, and teamwork skills, including the ability to explain technical issues to non-technical users, collaborate with Infrastructure, Network, Security, and Application teams, and support Tier I analysts through troubleshooting guidance and knowledge sharing.

Preferred Qualifications

• Experience: 3–5 years or more of hands-on IT support experience, ideally including Tier II/III support, enterprise desktop support, or exposure to systems administration and infrastructure technologies.

• Microsoft Administration: Experience administering Microsoft 365, Active Directory, Entra ID, Intune, Group Policy, MFA, Conditional Access, or related identity and endpoint security technologies.

• Technical Versatility: Experience with PowerShell scripting, automation, software packaging, device provisioning, asset lifecycle management, hardware refreshes, or technical improvement projects.

• Service Desk Improvement: Experience creating knowledge-base documentation, mentoring junior technicians, improving ticketing workflows, supporting ITIL-aligned processes, or identifying opportunities to improve service delivery.

• Education & Certifications: Associate or bachelor's degree in Information Technology or a related field, or equivalent experience. CompTIA A+, Network+, Microsoft certifications, or equivalent credentials preferred.

GDI is an Equal Employment Opportunity Employer

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