Help Desk Analyst II

We are looking for a Help Desk Analyst II to join a team in Illinois in a contract capacity with the potential for a permanent role. This role is ideal for someone who enjoys solving technical problems across end-user systems, network-connected devices, and core desktop environments while delivering dependable support to internal users. The position offers a hands-on opportunity to work across Level 1 and Level 2 support needs, troubleshoot a wide range of issues, and build experience in infrastructure, security, and day-to-day IT operations.

Responsibilities:
• Provide front-line and second-level technical support for desktop systems, laptops, and end-user technology in both on-site and remote settings.
• Diagnose and resolve issues involving workstations, peripherals, wireless connectivity, printers, and other network-attached equipment.
• Support daily operations of network hardware by assisting with switches, routers, wireless access points, and related connectivity concerns.
• Manage service desk requests, document troubleshooting steps, and ensure timely follow-up through ticket resolution.
• Assist with user account support and routine administrative tasks within Active Directory and Windows-based environments.
• Help maintain secure and stable systems by supporting patching activities, endpoint protection tools, antivirus measures, and basic firewall-related tasks.
• Contribute to backup monitoring and support basic recovery procedures to help maintain business continuity.
• Escalate more complex technical incidents when needed while continuing to communicate clearly with users and internal IT teams.

Qualifications:

• At least 2 years of experience in IT support, infrastructure support, network support, or a closely related technical role.

• Working knowledge of Windows operating systems, including Windows 10, with some exposure to Windows server environments.

• Ability to troubleshoot hardware, desktop software, and network connectivity issues in a structured and efficient manner.

• Familiarity with core networking concepts such as TCP/IP, DNS, DHCP, and VLANs.

• Experience supporting technologies such as Cisco switches, Cisco access points, printers, WiFi, and other end-user devices.

• Exposure to firewall administration or support, with Palo Alto experience preferred.

• Understanding of service desk workflows, ticket management, and customer-focused technical support practices.

• Ability to learn quickly and perform effectively in a hands-on L1/L2 support environment.

Compensation

$31.53-$40.41 Hourly

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