Help Desk Analyst II

We are seeking a dependable and service-oriented Help Desk / Tech Support II detail oriented to provide hands-on technical support for end users across hardware, software, account administration, and device deployment needs. This role serves as a primary point of contact for help desk requests, supports onboarding and account changes, coordinates vendor-related break/fix services, and contributes to IT and departmental projects. Based on general knowledge. Key Responsibilities: Install, configure, maintain, and troubleshoot computer hardware, software, and peripheral devices. Based on general knowledge. Provide Level II technical support for desktops, laptops, mobile devices, printers, and related systems. Based on general knowledge. Assist with new permanent employee onboarding, including account setup, permissions, and access change requests. Based on general knowledge. Monitor and manage the help desk ticketing queue, ensuring timely response, resolution, and communication with end users. Based on general knowledge. Act as a primary point of contact for technical support issues and escalate complex problems when needed. Based on general knowledge. Coordinate break/fix activities with third-party vendors, including equipment deliveries, installations, and service appointments. Based on general knowledge. Support deployments, system configurations, and device imaging as part of ongoing IT operations. Based on general knowledge. Assist with departmental and cross-functional IT projects as assigned. Based on general knowledge. Maintain accurate documentation of incidents, resolutions, assets, and system changes. Based on general knowledge. Support a mixed technology environment that may include Microsoft platforms, Active Directory, Cisco technologies, Citrix technologies, Mac computers, Apple devices, and Android devices. Based on general knowledge.

Qualifications:

Required Qualifications: 2+ years of help desk, desktop support, or technical support experience. Based on general knowledge. Experience installing, configuring, and troubleshooting computer hardware and software. Based on general knowledge. Working knowledge of Microsoft environments and Active Directory administration. Based on general knowledge. Experience supporting Mac computers, Apple devices, and Android devices. Based on general knowledge. Familiarity with Cisco technologies, Citrix technologies, configuration management, and deployments. Based on general knowledge. Strong customer service, communication, and problem-solving skills. Based on general knowledge. Ability to manage multiple tickets and priorities in a fast-paced environment. Based on general knowledge. Preferred Qualifications: Experience coordinating with external vendors for break/fix support. Based on general knowledge. Exposure to IT project work and departmental initiatives. Based on general knowledge. Experience in user onboarding, account provisioning, and access management. Based on general knowledge. Key Skills: Help desk support Technical troubleshooting Computer hardware Software installation and support Active Directory Microsoft technologies Cisco technologies Citrix technologies Mac OS / Apple devices Android support Configuration management Deployments Vendor coordination Ticket queue management

Compensation

$70,000.00-$75,000.00 Yearly

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