Help Desk Analyst - II

Position Overview

The Help Desk Analyst II is responsible for analyzing, troubleshooting, and resolving hardware, software, and system-related issues across the enterprise environment. This role serves as an escalation point from Tier I support, performs root cause analysis, and contributes to continuous improvement of IT support processes. The analyst also provides guidance to junior technicians and supports operational and project-based IT initiatives.

Key Responsibilities

• Receive, log, track, and manage incoming support requests via phone, email, and ITSM tools, ensuring adherence to established procedures and SLAs.
• Serve as escalation point for unresolved tickets from Tier I Help Desk Technicians.
• Analyze incidents to identify root causes and implement effective, long-term solutions.
• Perform advanced troubleshooting on desktops, laptops, mobile devices, and peripherals.
• Support enterprise applications, Microsoft 365, and Windows 10/11 environments.
• Provide configuration, deployment, and maintenance support using endpoint management tools.
• Perform security administration tasks, including:
• User provisioning and deprovisioning
• Access control updates
• Security audits
• Execute Moves, Adds, and Changes (MAC) including workstation relocations and setups.
• Participate in on-call rotations to monitor system performance and respond to outages.
• Collaborate with Tier III teams, vendors, and external technicians when required.
• Document incident resolutions, technical procedures, and knowledge base articles.
• Identify process gaps and recommend improvements aligned with ITIL best practices.
• Provide mentoring and technical guidance to junior support staff.
• Support IT projects such as deployments, upgrades, migrations, and system rollouts.

Required Qualifications

• Associate Degree (AA/AS) in Information Technology, Computer Science, or a related field
• OR
• equivalent combination of education and experience.
• Minimum 2 years of desktop support experience in:
• Hardware/software troubleshooting
• Networking and telecommunications
• Enterprise applications
• IT processes and escalation management
• Experience with:
• Active Directory
• ITIL-based service management practices (minimum 2 years)
• Technical documentation and writing (minimum 1 year)
• Strong understanding of:
• Incident and request management processes
• IT security practices and controlsPreferred Qualifications
• Minimum 3 years of customer service experience
• Experience working in enterprise IT environments
• Familiarity with ITSM/ticketing platforms
• Associates Degree or higher (or equivalent experience)

Technical Skills

• Advanced troubleshooting of:
• Desktop/laptop hardware
• Peripherals and mobile devices
• Strong knowledge of:
• Windows 10/11
• Microsoft Office 365
• Understanding of networking fundamentals:
• TCP/IP, DNS, DHCP, VPN, Wi-Fi
• Experience with:
• VoIP and telecommunications systems
• Remote access technologies
• Familiarity with endpoint/configuration management tools:
• Imaging, patching, deployment tools
• Knowledge of IT security principles:
• User access controls
• Password policies
• Endpoint protection
• Experience with:
• ITSM platforms (ticketing, escalation, request tracking)
• Root cause analysis and problem management

Process & Operational Skills

• Strong adherence to ITIL-based processes and procedures
• Ability to document:
• Technical solutions
• SOPs
• Knowledge base content
• Proven ability to:
• Identify process inefficiencies
• Suggest and implement improvements
• Experience with:
• Escalation workflows across Tier I and Tier III
• Vendor coordination
• Ability to support IT projects and organizational initiatives
• Experience participating in on-call support rotations

Customer Service & Communication Skills

• Strong customer service orientation with ability to perform under pressure
• Excellent verbal and written communication skills
• Ability to translate technical concepts into user-friendly language
• Proven ability to manage multiple requests while meeting SLAs
• Professional phone presence and experience handling inbound calls
• Strong interpersonal skills and team collaboration

Work Environment & Schedule

• Work Schedule: Monday through Friday, 8:00 AM – 5:00 PM
• Work Model: Hybrid (2 days onsite per week: Monday and Thursday)
• On-Call Requirement: Participation in rotating on-call schedule for system monitoring and outage response

Pay: $18.00 - $20.00 per hour

Work Location: In person