Help Desk Analyst II

We are looking for a Help Desk Analyst II to join the IT team in Lewis Center, Ohio in a Long-term Contract role. This position is ideal for an early-career support specialist who enjoys solving technical issues, delivering dependable service to internal users, and building a strong foundation for future growth. You will provide hands-on assistance across Microsoft-based environments while helping maintain consistent day-to-day support coverage for the business.

Responsibilities:
• Provide front-line technical support for employees by diagnosing and resolving hardware, software, and access-related issues in a timely manner.
• Manage and update service requests through Jira, ensuring tickets are documented clearly, prioritized appropriately, and followed through to completion.
• Troubleshoot Microsoft 365 applications and Windows 10 environments, including common user issues involving accounts, devices, and productivity tools.
• Support user account administration tasks such as password resets, access changes, and directory updates within Active Directory.
• Assist staff with both Windows PCs and occasional Mac-related support needs, offering clear guidance and practical solutions.
• Communicate status updates effectively to end users, helping reduce frustration and maintain confidence during technical disruptions.
• Work closely with the broader IT team to escalate more complex incidents and contribute to a reliable support experience across the organization.
• Participate in assigned technical projects or improvement efforts over time, with opportunities to expand beyond ticket-based support into broader IT initiatives.

Qualifications:

• At least 2 years of experience in help desk, desktop support, or a similar IT support role.
• Hands-on experience troubleshooting Microsoft 365 and Microsoft Windows environments, especially Windows 10.
• Working knowledge of Active Directory for basic user and access management tasks.
• Familiarity with ticketing platforms such as Jira or similar service desk systems.
• Strong verbal and written communication skills with a customer-focused approach to internal support.
• Ability to work on-site in Lewis Center, Ohio in a permanent role during standard business hours of 8:00 AM to 5:00 PM.
• Solid foundational troubleshooting skills across end-user devices, software, and common workplace technology issues.
• Exposure to networking, infrastructure, or project-based IT work is helpful but not required.

Compensation

Based on experience

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