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IT Support Analyst II
AerSale, Inc.IT Support Analyst responsible for Level 2 support of desktop and laptop systems at AerSale. Troubleshooting hardware, software, and network issues in a multi-location environment.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Level 2 IT support, troubleshooting Microsoft 365 applications, and managing user accounts in Active Directory and Azure AD. Proficient in utilizing endpoint management tools and adhering to cybersecurity policies while meeting SLA and KPI targets.
Highest-signal resume keywords
Level 2 IT SupportMicrosoft 365 AdministrationActive Directory ManagementEndpoint Management ToolsITIL Foundation Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingWindows SupportMobile Device ManagementIncident ManagementUser ProvisioningCybersecurity PoliciesIdentity and Access ManagementApplication SupportHardware DeploymentDocumentation
Soft Skills
Problem SolvingCommunicationPrioritizationCollaborationCustomer Service
Tools & Technologies
Microsoft IntuneSCCM/MEAtlassian/JiraVPNMFA
Certifications & Qualifications
CompTIA A+CompTIA Network+Microsoft Certified: Modern Desktop Administrator AssociateMicrosoft 365 Certified Fundamentals
Industry Keywords
IT SupportHelp DeskService Level AgreementKey Performance IndicatorTechnology Refresh
Tech Stack
Tools & technologiesAzureCyber SecurityITSM
About the role
Key responsibilities & impact- Provide Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
- Troubleshoot and resolve Windows, Microsoft 365, email, VPN, and application-related issues.
- Diagnose hardware, software, network, and connectivity problems.
- Support remote and onsite users across multiple locations.
- Escalate unresolved issues to Tier III support, engineering teams, or vendors as necessary.
- Manage incidents and service requests through the ITSM platform (e.g., Atlassian/Jira).
- Meet established SLA and KPI targets.
- Document troubleshooting steps, root causes, and resolutions.
- Prioritize support requests based on business impact and urgency.
- Create, modify, and disable user accounts and groups in Active Directory and Azure AD.
- Manage password resets, permissions, group memberships, and access requests.
- Support identity and access management processes.
- Support Microsoft 365 applications including: Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
- Assist with mailbox management, licensing, and user provisioning.
- Deploy, configure, and support desktop and laptop systems.
- Utilize endpoint management tools such as: Microsoft Intune, SCCM/ME, Autopilot, Lansweeper.
- Follow corporate cybersecurity policies and procedures.
- Support MFA enrollment and troubleshooting.
- Assist with endpoint security initiatives and vulnerability remediation.
- Report security incidents and potential risks.
- Participate in technology refreshes and hardware deployments.
- Support office moves, expansions, and onboarding initiatives.
- Assist with testing and implementation of new technologies.
- Contribute to process documentation and knowledge base articles.
Requirements
What you’ll need- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
- Equivalent experience may be substituted for formal education.
- 3–5 years of IT support or help desk experience.
- Experience supporting Microsoft Windows environments.
- Experience with Microsoft 365 administration and troubleshooting.
- Experience with Active Directory and Azure AD.
- Experience with Mobile Device Management.
- Preferred Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, Microsoft 365 Certified Fundamentals.
Benefits
Comp & perks- Medical Insurance
- 100% Employer Paid Dental, Vision, Life, Short and Long Term Disability Insurance
- 401K with Employer Contribution
- Employee Stock Purchase Plan (ESPP)
- Education Reimbursement (related field)
- Employee Referral Program and Recognition Program
- Paid Holidays and 15 Paid Time-Off Days annually