Help Desk Analyst II

We are looking for a Help Desk Analyst II to provide dependable technical support for end users in Chicago, Illinois. This is a long-term contract opportunity ideal for someone who enjoys resolving desktop, application, and access-related issues while delivering a positive support experience.

Responsibilities

• Provide day-to-day technical assistance for users experiencing issues with laptops, desktops, operating systems, software applications, and connected peripherals.
• Diagnose and resolve problems across Windows-based environments, including login access, email functionality, hardware performance, and network-related disruptions.
• Support account administration tasks such as password resets, access updates, and directory-based user management through Active Directory and Microsoft Entra.
• Assist with device configuration, mobile and endpoint management, and policy support using Microsoft Intune and Microsoft 365 tools.
• Respond to and document incidents and service requests in a ticketing platform, ensuring timely follow-up, accurate updates, and proper resolution tracking.
• Troubleshoot Outlook, Office 365, and Exchange-related issues affecting communication, mailbox access, and productivity tools.
• Deliver clear, patient, and attentive support to users with varying technical skill levels while maintaining a strong customer service mindset.
• Escalate complex technical concerns when needed and collaborate with other IT teams to restore service efficiently.
• Contribute to support activities tied to telephony or collaboration platforms such as RingCentral when applicable.

Requirements

• Hands-on experience supporting Windows environments, including Windows 11 and general Microsoft desktop technologies.
• Working knowledge of Active Directory for user account support and access-related administration.
• Experience with Microsoft Intune, Microsoft 365, Outlook, and Office 365 or Exchange administration and troubleshooting.
• Familiarity with Microsoft Entra and its role in identity and access support.
• Ability to troubleshoot hardware, software, networking, and peripheral issues across end-user devices.
• Experience using ticket management systems to log, prioritize, and resolve service desk requests; exposure to ServiceNow is preferred.
• Strong customer support skills, including patience, professionalism, and effective communication with end users.

Benefits

• Medical, vision, dental, and life and disability insurance.
• Eligibility to enroll in the company 401(k) plan.

All applicants must be legally authorized to work in the United States.