IT Support Analyst II

Fulton, MD April 25, 2026 Full Time

One Goal, One Passion - Growth is Everything at Window Nation

Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.

The IT Support Analyst II serves as an escalation point from Tier 1 support and is responsible for diagnosing and resolving complex technical issues across hardware, software, and network environments. This role requires a deeper level of technical expertise and independent problem-solving, with the ability to mentor junior staff, manage endpoint infrastructure, and collaborate with Tier 3 on escalated incidents.

#LI-EW1

Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.

At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.

Core Role Responsibilities

Resolve remote and local Service Desk issues such as password resets, hardware malfunctions, application functionality, etc.

Analyze and identify trends in issue reporting on the ticket queues; suggest preventive solutions

Managing devices in Intune

Creating Distribution and Distribution Groups in O365

Create documentation related to processes and procedures

Provide daily support for applications, mobile devices, desktops, laptops, printers/scanners/copiers, wired and wireless network connections

Support IT asset management initiatives

Perform issue troubleshooting and identify resolution

Manage VOIP system administration (Five9):

Provision and deprovision of user accounts

Assign phone numbers and station IDs

Configure and troubleshoot Five9 softphone on user workstations

Escalate unresolved issues with Tier III or Team Lead.

Update the tickets daily

Basic Qualifications

3–5 years of hands-on IT support experience, with at least 1–2 years at a Tier 2 level

Associate degree or higher in Computer Science, Information Technology, or a related field

3+ years of experience with user account management in Microsoft Entra ID / Azure Active Directory

2+ years of hands-on experience with VOIP system administration (Five9, Webex, or similar)

Experience managing Microsoft 365 environment including Exchange Online, Teams, and SharePoint

Preferred Qualifications

Experience with ITSM platforms such as ServiceDesk Plus, ServiceNow, or similar

Familiarity with Microsoft Azure services and administration

Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)