Help Desk Analyst II (night shift)

** This role is night shift ** 6p-2am or 5p-1am Mon-Fri

We are seeking a Help Desk Analyst II to provide advanced technical support to end users across the organization. This role will be responsible for troubleshooting and resolving issues related to Office 365, network connectivity, VPN access, and desktop support, while ensuring timely and accurate ticket documentation within the Remedy ticketing system. The ideal candidate will have strong customer service skills, solid technical troubleshooting experience, and the ability to support a fast-paced IT environment.

Key Responsibilities:

• Provide Level 2 technical support for hardware, software, and network-related issues
• Troubleshoot and resolve problems involving Microsoft Office 365, including Outlook, Teams, OneDrive, and related applications
• Support users with VPN connectivity issues for remote access
• Diagnose and resolve network support issues, including connectivity, access, and performance problems
• Manage, track, and update incidents and service requests using the Remedy ticketing system
• Escalate complex technical issues to the appropriate teams when necessary
• Install, configure, and support desktops, laptops, printers, mobile devices, and related peripherals
• Assist with user account management, password resets, and access permissions
• Document troubleshooting steps, resolutions, and support procedures
• Provide excellent customer service and communicate technical information clearly to non-technical users

Qualifications:

• 4+ years of experience in a help desk, desktop support, or technical support role
• Hands-on experience supporting Office 365 environments
• Knowledge of network troubleshooting and basic infrastructure concepts
• Experience supporting VPN technologies and remote users
• Experience using Remedy or a similar ITSM/ticketing system
• Strong knowledge of Windows operating systems and standard desktop applications
• Familiarity with Active Directory, user account administration, and remote support tools
• Excellent problem-solving, communication, and organizational skills
• Ability to prioritize multiple support requests in a deadline-driven environment

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field
• Certifications such as CompTIA A+, Network+, or Microsoft 365 are a plus
• Experience in an enterprise or corporate IT support environment

Compensation

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