Help Desk Analyst II

Role Summary

This position involves providing application and desktop support services to business users. The role requires troubleshooting hardware and software issues across a variety of devices, including PCs, printers, phones, and mobile devices. The team member will participate in technology refresh projects and serve as the primary contact for resolving IT-related problems, delivering support both in person and remotely. The position demands effective communication skills and a professional approach to customer service.

Responsibilities

- Troubleshoot and resolve issues related to PC hardware, software, network connectivity, phones, printers, and mobile devices. - Provide in-person, desk-side, and remote support to end users. - Serve as the first point of contact for IT support inquiries, managing ticketing and issue tracking. - Participate in technology refresh projects, including imaging and hardware/software deployment. - Maintain accurate asset management records and ensure compliance with IT standards and policies. - Collaborate with internal teams and vendors to coordinate resolution activities. - Support IT security policies and procedures in day-to-day operations. - Assist with application maintenance and troubleshooting issues with enterprise applications. - Perform various duties as assigned by management to support IT operations. - Contribute to continuous improvement of support processes and documentation.

Qualifications

- Excellent customer service, interpersonal, and communication skills. - Strong prioritization and organizational skills. - Ability to adapt to evolving technologies and rapidly learn new systems. - Bachelor’s degree in Information Technology or related field, or an Associate's degree with 3-5 years of relevant experience. - Experience with ITIL-based ticket management tools; ServiceNow familiarity is a plus. - Hands-on experience with desktop and laptop imaging, hardware, and software support. - Knowledge of asset management and IT security policies. - Proficiency with MS Office 365, Microsoft Teams, Windows 10, Edge, Internet Explorer, Active Directory, Citrix, and remote support tools. - Ability to troubleshoot iPhone and mobile device issues. - Familiarity with multi-function printers and other peripheral devices.

Publishing Pay Range

$20.00 – $26.00 hourly

Location Requirements

On-Site