IT Support Analyst II

IT Support Analyst II Division/Department: Information Technology Reports to: Manager of Network Operations Travel: N/A About the role: We are seeking a skilled and vigilant Support Analyst II to join our IT team. The successful candidate will be responsible for providing technical assistance and support for incoming alerts and issues related to computer systems, software, hardware and network infrastructure. The analyst ensures timely response, resolution of problems, escalates complex issues, and contributes to continuous service and system improvements. Responsibilities include: + Triaging, investigating, engineering alerts and real-time monitoring using such tools as Grafana / Prometheus, Azure Application Insights & Log Analytics, Kafka /Kafbat / K9s and Databricks for analysis of data. + Log, track, and manage incidents and service requests using the companyu2019s ticketing system, ensuring issues are resolved within defined SLAs or runbooks. + Respond to and troubleshoot network outages, performance degradation, and as applicable security threats using documentation and runbooks. Escalate complex system issues to senior IT on-call staff or management as necessary. + Using network engineering tools, analyze and troubleshoot alerts by either resolving or escalating to appropriate IT teams. + Document solutions and contribute to the creation and maintenance of runbooks, alerts and technical procedures on supported systems. + Collaborate with other IT teams (Infrastructure, application, development, EDI and cybersecurity to escalate and/or resolve complex incidents. + Provide first-and second-level support to users for software and system issues across various communication channels (in person, email, phone, chat). + Support and maintain corporate and RSC printers. + Compliance and Best Practices: Ensure adherence to IT policies, compliance standards, and best practices in network management. + Assist with training as needed for cross functional coverage and new team members. + Architect, configure, and maintain complex Grafana alert rules, dashboards, and notification templates ensuring high-quality observability and actionable alerts. + Analyze and refine alert configurations to reduce noise, eliminate false positives, and align alerting behavior with operational relevance and business impact. + Act as a first-level support when issues arise or problematic behavior is observed within the Grafana environment. + Execute and oversee mainframe job scheduling tasks via BIM-FAQS/PCS, ensuring accurate batch processing and adherence to production timelines within the IBM Mainframe VSE environment. + Independently and collaboratively author, standardize, and maintain technical runbooks, procedures, and alert response workflows for newly adopted systems and services. + Act as the lead reviewer of documentation change submissions, ensuring clarity, alignment with operational requirements, and usability by frontline staff. + Partner with App Support and Engineering teams to align observability tools with system architecture, application behavior, and support coverage goals. + Support the IT Asset Administrator by managing hardware/software procurement, invoice validation, and compliance tracking for licensing, in a backup capacity. + Maintain asset inventory records in ManageEngine Endpoint Central and generate recurring compliance and usage reports for IT leadership and security teams. + Proactively assess workflows, monitoring practices, and documentation for improvement opportunities and propose changes with supporting cost-benefit analysis. + Lead initiatives to drive adoption of new responsibilities and tooling across shifts by preparing documentation and facilitating structured rollouts. + Design and build insightful, interactive panels within Databricks by leveraging SQL queries to transform raw data into actionable visualizations and tables. TECHNICAL ATTRIBUTES & CHARACTERISTICS Required + Problem-Solving: Strong analytical and problem-solving skills to troubleshoot system monitoring in a timely and effective way. + Communication: Excellent communication and interpersonal skills. + Availability: Willingness to work various shifts, such as nights, weekends, and holidays as needed. May work on-call as needed. + Experience with Engineering platforms, Ansible, Kubernetes, AWS, etc. + Proven experience and training in network operations or similar role within IT + Cross-functional Collaboration by working with Infrastructure, development teams and application analysts. + Confident and experienced with Windows server environments. + Experience with Cloud systems and technologies. + Analytical and Independent Judgment. + Passion for technology and learning. + Expertise in Grafana administration, including alert lifecycle configuration, Go Templating, and visualization development. + Demonstrated experience with production Kafka monitoring (Kafbat, K9s), Databricks log analysis, and Azure telemetry (Application Insights, Log Analytics). + Proficiency in scripting or automation tools (e.g., JavaScript, Python, Power Automate, TypeScript, VBA) for streamlining IT processes. + Experience with mainframe batch operation management and job scheduling tools such as BIM-FAQS/PCS. Preferred + Education: Bachelor's degree or Associates degree in Computer Science, Information Technology, or a related field. + Proven skills with complex Tools and Engineering Work. + Experience: Experience in network operations, system administration, cloud technology, IT development or a similar role. + Certifications: Certifications such as Cloud applications, CompTIA Network+, CCNA, Engineering tools or equivalent + Proven cross-functional Collaboration by working with Infrastructure, development teams and application analysts. + Hands-on experience with monitoring, network and application diagnostic, and network and application analytics tools. + General knowledge of network and application infrastructure, including routers, switches, firewalls, Internet Service Providers, telephony and VPNs. + Proven skills with Windows server environments. + Proven skills with Cloud systems and technologies. + Understanding of network security best practices and protocols (e.g. IPSEC, BGP, 802.11, QoS). + Ability to learn and operate a mainframe system. + Familiarity with Enterprise systems like DOMS, WMS, Fusion and mainframe job processing. + Analytical and Independent Judgment. + Passion for technology and learning. + Exposure and proficiency with enterprise applications like Oracle Fusion, DOMS, WMS, and legacy systems. + Awareness with consideration to VPNs, firewall rules, and networking principles applicable to alert routing and endpoint visibility. + Certifications in monitoring platforms (Grafana, Prometheus), network operations, and cloud technologies (Azure, AWS). PERSONAL ATTRIBUTES & CHARACTERISTICS Required + Active Listening - Giving full attention to what other people are saying, taking time to understand the point being made, and asking appropriate questions. + Ability to use complex network tools to analyze and solve problems. + Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. + Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making. + Time Management - Managing oneu2019s own time. + Troubleshooting - Determining causes of operating errors and deciding what to do. + Speaking - Talking to others to convey information effectively. + Judgment and Decision Making - Consider the benefits of potential actions. + Written Comprehension - The ability to read and understand information and ideas presented in a technical manner. + Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. + Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense. + Initiative-Oriented u2013 Proactively identifies, owns, and resolves operational issues with minimal guidance. + Precision-Focused u2013 Maintains a high standard of quality across alert configurations, documentation, and support readiness artifacts. + Improvement-Minded u2013 Regularly evaluates current processes for optimization and takes action to improve tooling, workflow, and support maturity. + Operationally Agile u2013 Balances hands-on support, alert engineering, documentation development, and cross-shift adaptability as part of a floating support model. + Demonstrates strong cognitive flexibility - with the ability to process multiple streams of information simultaneously and shift focus fluidly in response to changing demands. Benefits available to you: + Full insurance benefits package including Medical, Dental, & Vision + Paid time off to foster work/life balance + Profit sharing + Bonus Pay opportunities + Retirement funding opportunities + Education reimbursement + Health club reimbursement + Career advancement opportunities About Do it Best Group Headquartered in Fort Wayne, IN, the Do it Best Group is the world's largest hardware, lumber, and building materials buying cooperative in the home improvement industry. With nearly $6 billion in annual sales, we support thousands of independently-owned locations across the United States and in more than 60 countries worldwide. Partners in the company have the flexibility to operate under the Do it Best, True Value, or their own local store identities, offering a diverse range of branding options to best serve their communities. Culture: Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role. Our Philosophy: Serving others as we would like to be served Our Mission: Making the best even better Our Goal: Helping members grow and achieve their dreams Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

Created: 2026-02-12