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The Technology Service Center Analyst II delivers advanced technical support—both remote and onsite—to small and medium-sized businesses. Serving as a key escalation point, this role focuses on resolving complex issues across Windows 11 environments, Windows Server systems, client–server applications, network infrastructure, and cloud platforms.

This position plays a vital role in maintaining a secure, stable, and high-performing IT environment while also mentoring junior technicians and contributing to continuous service improvement initiatives.

The ideal candidate is a proactive problem solver with strong communication skills and the ability to efficiently resolve technical challenges while supporting team development.

Key Responsibilities

• Resolve escalated Help Desk tickets requiring Level 2 expertise
• Diagnose and troubleshoot complex Windows 11, application, and performance issues
• Support client–server applications (connectivity, authentication, dependencies)
• Install, configure, and maintain endpoints and peripherals (PCs, laptops, printers, VoIP devices, etc.)
• Troubleshoot Microsoft 365 application issues, sync errors, and user-level cloud problems

• Perform basic Windows Server troubleshooting (services, logs, performance, connectivity)
• Support file/print services and server-hosted applications
• Troubleshoot DNS, firewall rules, permissions, and service availability
• Escalate advanced server issues to senior engineering teams

• Administer Active Directory (users, groups, permissions, Group Policy)
• Troubleshoot authentication and access issues
• Assist with workstation imaging, deployment, and endpoint configuration
• Support patching, monitoring, and escalation-level server troubleshooting

• Troubleshoot routers, switches, firewalls, and wireless access points
• Diagnose TCP/IP, DNS, DHCP, VLAN, VPN, and connectivity issues
• Monitor system and network performance to identify risks proactively

• Support Microsoft 365, Azure AD, and cloud-based services
• Troubleshoot identity, licensing, and synchronization issues

• Document troubleshooting steps, root causes, and resolutions
• Contribute to SOPs and internal knowledge base improvements

• Mentor and support Level 1 technicians
• Collaborate with senior engineers on escalations
• Participate in on-call rotation as needed
• Assist with projects and additional technical initiatives

Qualifications

• 3+ years supporting Microsoft desktop environments (strong Windows 11 expertise)
• Experience with Windows Server troubleshooting (services, logs, roles, performance)
• Understanding of client–server environments and troubleshooting
• Strong networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs)
• Experience with Active Directory and Group Policy
• Experience with Microsoft 365 and Azure administration
• Familiarity with network hardware (routers, switches, firewalls, WAPs)
• Experience supporting macOS in mixed environments (preferred)

• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Excellent communication and customer service skills
• Self-motivated with the ability to work independently and in a team
• Flexibility to participate in after-hours/on-call support

• CompTIA A+
• CompTIA Network+ (or equivalent)

Why Join T-ROC?

Opportunity to work with a dynamic team in a fast-paced, growth-oriented environment. Access to professional development and career growth opportunities. A collaborative and supportive work environment that values innovation and excellence. Competitive salary and benefits package.

Who is T-ROC?

At T-ROC (The Revenue Optimization Companies), we blend innovation, technology, and an energetic team spirit to revolutionize retail. We're a dynamic and forward-thinking company that thrives on creativity and collaboration. Our mission is to empower businesses to achieve new heights in sales and customer engagement through cutting-edge technology and data-driven strategies. With us, you'll join a vibrant community where your ideas matter, your growth is encouraged, and every day brings new opportunities to make an impact. Ready to rock your career with T-ROC? Join us and be part of something extraordinary!

Equal Opportunity Employer / Special Accommodations

T-ROC is an equal opportunity employer, committed to the full inclusion of all qualified individuals. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. Equal access to programs, services, and employment is available to all qualified persons. As part of this commitment, T-ROC ensures that reasonable accommodation is provided to applicants requiring such accommodation to complete the application and/or interview process. If reasonable accommodation is needed, please email wesupportu@trocglobal.com describing your needs.

Pay Range:

$65,000.00-$75,000.00