IT Analyst II

Description

We are seeking a skilled and proactive IT Helpdesk Analyst II to join our IT support team. In this role, you will provide advanced technical assistance to end-users, troubleshoot hardware and software issues, and maintain a high level of customer service.

You will provide Level I and Level II support for ticket response and work closely with other IT teams to ensure a seamless, efficient technology environment across the organization.

Key Responsibilities

Technical Support and Troubleshooting

• Provide advanced technical support for hardware, software, network, and system-related issues to end-users both in person and remotely
• Diagnose and resolve issues related to operating systems (Windows, macOS, Android, iOS/iPadOS), applications, printers, networking, and other IT equipment
• Manage and escalate complex issues that require specialized expertise, working with third-party vendors or internal IT teams as necessary
  
  

Ticket Management

• Respond to helpdesk tickets and ensure timely resolution of requests and issues
• Prioritize and manage incoming tickets based on urgency and business needs
• Document resolutions, best practices, and known issues in the ticketing system for knowledge sharing
  
  

Hardware and Software Management

• Assist in the deployment and maintenance of workstations, laptops, printers, and mobile devices
• Ensure that software applications are updated, configured, and properly licensed
• Perform routine system maintenance tasks such as software updates, virus protection scans, and backup verifications
  
  

User Training and Support

• Provide training and guidance to end-users on the use of technology systems and software
• Create user guides or FAQs to help users solve common technical problems independently
  
  

Collaboration and Escalation

• Work closely with IT staff and departments to resolve technical issues that are beyond standard helpdesk support
• Assist in maintaining IT systems and infrastructure, including performing diagnostics and resolving problems
• Coordinate with other IT teams to ensure consistent and effective problem resolution
  
  

Documentation and Reporting

• Maintain accurate records of service requests, incidents, and resolutions within the helpdesk ticketing system
• Contribute to the creation and update of technical documentation, knowledge bases, and procedures
  
  

On-Call Support

• Provide on-call or after-hours support on a rotating basis if required
  
  

Requirements

Education

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience
  
  

Experience

• 2–4 years of experience in an IT helpdesk or technical support role with a strong emphasis on troubleshooting and customer service
• Experience with common operating systems including Windows, macOS, Android, and iOS/iPadOS
• Experience with office productivity software such as Microsoft Office 365 or Google Workspace
• Familiarity with networking protocols including DNS, DHCP, and TCP/IP
  
  

Certifications (Preferred But Not Required)

• CompTIA A+, Network+, or other relevant certifications
• Microsoft Certified Solutions Associate (MCSA), ITIL Foundation, or similar credentials
  
  

Skills

• Strong troubleshooting and problem-solving abilities with the capacity to diagnose complex technical issues
• Excellent communication skills, both verbal and written, to interact effectively with end-users and team members
• Ability to work well under pressure and manage multiple tasks simultaneously
• Detail-oriented and organized with a focus on accuracy and efficiency
• Familiarity with ticketing systems such as Jira, ServiceNow, Zendesk, or Freshdesk and remote support tools
  
  

Physical Requirements

• Ability to lift and transport equipment up to 50 pounds
• Ability to sit or stand for extended periods
  
  

Why Join Us

• Work in a collaborative and innovative IT environment
• Opportunities for professional growth and career advancement
• Competitive salary and benefits package
• A supportive team focused on delivering high-quality IT support