Service Desk Analyst II - GSuite Support & Administration

Position Overview :

The Service Desk Analyst Level 2 is responsible for providing advanced technical support across multiple platforms, acting as an escalation point for Level 1 analysts, and ensuring timely resolution of incidents and service requests.

The role requires strong troubleshooting skills, knowledge of cross-platform operating systems (Windows, macOS, Ubuntu / Linux) , and hands-on experience with Google Workspace (G Suite) and OneLogin administration.

Key Responsibilities :

• Act as the escalation point for Level 1 Service Desk Analysts.
• Provide advanced support for Windows, macOS, and Ubuntu / Linux systems.
• Administer and support Google Workspace (G Suite) including email, groups, calendars, shared drives, and security configurations.
• Manage OneLogin for identity and access management (user provisioning, de-provisioning, SSO setup, MFA support).
• Troubleshoot and resolve incidents related to hardware, software, networking, and SaaS applications.
• Support end-user onboarding / offboarding (device setup, G Suite and OneLogin access, license management).
• Document technical solutions and contribute to knowledge base articles.
• Ensure SLA adherence by prioritizing and following up on tickets.
• Collaborate with other IT teams for escalated or cross-functional issues.
• Participate in problem management to address recurring issues.
• Ensure compliance with IT security, data protection, and organizational policies.

Required Skills & Competencies :

Education & Experience :

(ref : hirist.tech)