Help Desk Analyst II

We are looking for a Help Desk Analyst II to provide dependable technical support for a public-sector organization in California. This Long-term Contract opportunity is ideal for a hands-on, detail-oriented support specialist who can quickly contribute in a Windows-based environment while delivering high-quality service to employees, outside partners, and remote users. The role focuses on resolving day-to-day technology issues, maintaining strong user communication, and supporting operational IT initiatives with minimal ramp-up time.

Responsibilities:
• Deliver first- and second-level technical assistance for desktop systems, software applications, printers, network access, and general connectivity issues.
• Support both on-site and remote users by diagnosing problems efficiently and guiding them through practical solutions.
• Administer user access tasks such as password resets and account updates while following established security practices.
• Install, configure, move, and troubleshoot workstations, peripherals, and related end-user technology.
• Record incidents, troubleshooting steps, and completed resolutions accurately within the service desk ticketing platform.
• Escalate complex technical matters to senior IT staff when needed and provide clear documentation to support timely resolution.
• Contribute to ongoing IT efforts involving cloud-based tools, hybrid directory services, and other technology improvement projects.
• Maintain accurate tracking of hardware assets, inventory, and deployed equipment across the organization.
• Provide end-user instruction on common tools, technology usage, and support best practices, including occasional assistance with web or audio-visual needs.

Qualifications:

• Prior detail-oriented experience in help desk or desktop support with the ability to work effectively with limited onboarding.
• Strong troubleshooting capability in Microsoft Windows environments, including Office 365, printers, and internet connectivity issues.
• Working knowledge of Active Directory and user account support in a hybrid environment.
• Experience managing and resolving service desk tickets in an organized, timely manner.
• Clear verbal and written communication skills with a customer-focused approach suited to high-touch support environments.
• Ability to assist internal staff, external stakeholders, and remote consultants with professionalism and responsiveness.
• Familiarity with cloud platforms such as Azure, mobile device support tools, or municipal technology systems is advantageous.

Compensation

$31.35-$36.30 Hourly

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