2nd Line IT Analyst

Overview

We are seeking a 2nd Line IT Analyst to provide technical support and mentorship within RSHP’s IT team. This role is responsible for ensuring the smooth operation of Windows-based systems, networking, and enterprise applications, while also supporting and nurturing our 1st / 2nd line support technician to help them grow and develop within the team. The ideal candidate will handle escalations, troubleshoot complex issues, and assist with Active Directory administration, Halo ITSM, PowerShell scripting, and IT security tasks.

2nd Line IT Analyst - Key Responsibilities

Technical Support & Issue Resolution

· Provide 2nd line support for desktops, laptops, mobile devices, and enterprise applications.

· Troubleshoot Windows 10/11, Microsoft 365, and key RSHP applications.

· Resolve escalated tickets via Halo ITSM, ensuring timely issue resolution.

· Assist with hardware/software installations, rollouts, and IT projects.

Mentorship & Development

· Act as a mentor and escalation point for 1st/2nd line technicians.

· Provide coaching and training, helping junior staff develop their skills.

· Promote best practices in ticket resolution and IT service delivery.

System Administration & Networking

· Manage Active Directory, Microsoft 365, and Group Policies.

· Support Windows Server environments, including patch management.

· Troubles...