Help Desk Analyst II

Responsibilities

• Diagnose and resolve technical problems involving desktops, laptops, operating systems, business applications, and basic network connectivity.
• Provide support for Microsoft 365, Active Directory, Azure Active Directory, and Windows-based environments across a range of user issues.
• Handle escalated incidents from frontline support and take ownership of more complex troubleshooting through resolution or further escalation.
• Set up, configure, and deploy workstations, user accounts, peripherals, and related equipment for new and existing employees.
• Manage service desk tickets efficiently by prioritizing requests, meeting response expectations, and communicating progress clearly to users.
• Record support activities, technical findings, and final resolutions in a clear and organized manner to maintain accurate service history.
• Assist with troubleshooting firewall and networking issues to help maintain stable and secure client IT operations.

Requirements

• 3+ years of experience in IT support, help desk, or desktop support roles.
• Hands-on experience supporting Microsoft Windows 10 and other Windows environments in a business setting.
• Working knowledge of Microsoft 365, Active Directory, and Azure Active Directory administration and support.
• Fundamental understanding of networking concepts, including connectivity troubleshooting and firewall-related issues.
• Strong diagnostic, communication, and customer service skills with the ability to support users in both remote and onsite settings.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft credentials are considered a plus.

Qualifications

Commensurate with experience.

Skills

Technical problem-solving, customer service, IT support, Microsoft 365, Active Directory, Azure Active Directory, Windows 10, networking, troubleshooting, service desk management.

Benefits

Medical, vision, dental, life, and disability insurance.

Pay

TBD

Schedule

TBD