IT Support Analyst – Level 2 (Contract)

Location: On-site – Wheeling, WV
Work Hours: 37.5 hours/week
Duration: Contract (with potential for extension)

Position Summary

MCPC is seeking a Level 2 IT Support Analyst to join our client’s Service Desk team. This role serves as a key technical contact for end-user support, including Executive Support for senior leadership. The analyst will be responsible for resolving IT issues, managing service requests, and maintaining system performance. The ideal candidate will have a strong customer service mindset, technical troubleshooting skills, and experience supporting enterprise IT environments.

Key Responsibilities

• Provide Tier 2 support for hardware, software, and network issues via phone, email, ticketing system, and in-person.
• Deliver white-glove Executive Support to senior leadership, ensuring high-priority issues are resolved promptly and discreetly.
• Analyze and troubleshoot system performance issues and escalate as needed.
• Support Active Directory, Office 365, Citrix, and enterprise printing environments.
• Document incidents, problems, and resolutions in the service management system.
• Assist with system updates, installations, and maintenance to minimize downtime.
• Create and maintain user-facing documentation and FAQs.
• Participate in on-call rotations and occasional after-hours support.
• Collaborate with internal teams and third-party vendors to resolve complex issues.
• Deliver excellent customer service and follow through on all assigned tasks.

Required Qualifications

• Associate degree in a technology-related field, or 1+ technical certification with 2+ years of IT experience.
• Experience within a VDI environment
• Intermediate knowledge of:
  • Windows OS and Active Directory
  • Microsoft Office 365
  • Computer hardware and peripherals
  • Enterprise printing solutions
• Basic understanding of:
  • Networking (TCP/IP, switching, routing)
  • Virtualization (VMware, Nutanix, KVM)
  • Mobile device management (iOS, Android)
  • Enterprise monitoring and software deployment tools

Preferred Skills

• Experience with Citrix remote access
• Familiarity with enterprise storage solutions
• PowerShell or scripting knowledge
• ITIL or service management framework experience

Soft Skills & Expectations

• Strong communication and documentation skills
• Professional demeanor and customer-first attitude
• Ability to work independently and under pressure
• Willingness to respond to emergencies and work flexible hours
• Commitment to compliance with client policies and industry regulations