IT Support Analyst - Level 2 is responsible for advanced troubleshooting of incidents assigned from Level 1 Support team. Troubleshoot and remediate hardware and software systems. Evaluate and prioritize incidents based on priority and urgency. Must have knowledge of commonly-used concepts, practices, and procedures within IT Service Delivery. Will be required to create detailed documentation on steps taken to identify and remediate root cause within an ITIL compliant ticketing system.