Job Title: IT Support Analyst (Level 2)
Location: Remote (United States)
Abbott Park Libertyville Township IL 60064
Job Type: 12-Month Contract (with potential extensions)
Job Summary:
- We are seeking experienced IT Support Analysts (Level 2) to join our remote Application Operations team. In this role, you will provide advanced technical support by resolving or escalating issues submitted by Level 1 Analysts. The ideal candidate will have strong troubleshooting skills, customer service orientation, and experience working in a dynamic IT environment.
Key Responsibilities:
- Review and resolve technical support tickets or escalate them as necessary.
- Communicate with end-users and stakeholders to ensure timely resolution of issues.
- Follow established SOPs and BOPs to handle incidents professionally and efficiently.
- Participate in crisis management and escalate complex issues to specialized support groups.
- Engage in projects and ad-hoc tasks as assigned by leadership.
- Collaborate with other AppOps team members and cross-functional departments.
Required Qualifications:
- Associate’s degree in Computer Science or related field OR 4+ years of direct IT experience.
- 4+ years of experience in IT support or related technical roles.
- Strong understanding of IT operations, workflows, and escalation procedures.
- Excellent analytical, communication, and problem-solving skills.
- Ability to work independently and deliver high-quality customer service.
Preferred Qualifications:
- Experience with Atlassian tools, especially Jira Service Management (JSM).
- SharePoint Administration experience.
- Proficiency in working with APIs and writing integration tools.
- High-level communication skills with experience working closely with IT managers and cross-functional teams.
