Help Desk Analyst II

We are looking for a customer-focused Help Desk Analyst II to support end users across a busy educational environment in Illinois. This long-term contract position is ideal for someone who combines strong technical troubleshooting with a detail-oriented, service-oriented approach when assisting faculty and staff. The role supports a wide range of devices and day-to-day IT issues, with opportunities to contribute to hardware support, device setup, and overall technology operations.

Responsibilities:
• Deliver timely technical assistance to faculty and staff, emphasizing clear communication and a high level of customer care.
• Diagnose and resolve issues involving Windows 10 systems, Chromebooks, Dell laptops, and Apple devices including Mac and iOS hardware.
• Perform hands-on hardware maintenance and repair to keep user devices operational and minimize downtime.
• Manage and update service desk tickets, ensuring incidents and requests are documented accurately and followed through to completion.
• Assist with device inventory tracking, workstation configuration, and cable organization to support efficient IT operations.
• Provide basic network troubleshooting to identify common connectivity issues and escalate more complex problems when needed.
• Support user account and access-related tasks within Active Directory, Microsoft 365 Enterprise, and Microsoft Entra ID.
• Contribute to onsite technical coverage as part of a small IT team supporting multiple buildings and end-user needs.

Qualifications:

• Experience in a help desk or desktop support role with a strong emphasis on customer service.
• Practical knowledge of troubleshooting and supporting Microsoft Windows 10 environments.
• Ability to work with a variety of endpoint devices, including Chromebooks, Dell laptops, and Microsoft-based systems.
• Familiarity with Apple technology, including Mac and iOS devices, is strongly preferred.
• Experience handling service desk tickets and maintaining accurate support documentation.
• Working knowledge of Active Directory, Microsoft 365 Enterprise, and Microsoft Entra ID.
• Ability to perform basic hardware repair, device setup, and general technical troubleshooting.
• Understanding of foundational network troubleshooting concepts and common connectivity issues.

Compensation

$28.50-$33.00 Hourly

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