Help Desk Analyst II

We are looking for a skilled Help Desk Analyst II to support end users and client environments in Manchester, New Hampshire. This contract opportunity with permanent potential is ideal for someone who enjoys solving technical issues across hardware, software, Microsoft-based systems, and network connectivity. The role combines remote and onsite support, with a strong focus on delivering timely resolutions, maintaining accurate documentation, and serving as a higher-level resource for escalated support needs.

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.

Qualifications:

• 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.
• Familiarity with service desk ticketing processes and the ability to manage multiple support requests effectively.
• Foundational 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.

Compensation

Based on experience

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