Help Desk Analyst II

Role Summary
This role involves providing comprehensive application and desktop support services to business users. The candidate will troubleshoot hardware and software issues across PCs, network devices, mobile devices, and peripherals. They will also participate in technology refresh projects, ensuring effective issue resolution through in-person, desk-side, and remote assistance. The position requires excellent communication skills and the ability to serve as a primary contact for IT-related problems.

Responsibilities

• Provide troubleshooting support for PC hardware, software, network, printers, phones, and mobile devices.
• Assist with technology refresh projects and hardware/software imaging.
• Serve as the initial point of contact for all IT-related issues, ensuring prompt resolution.
• Deliver in-person, desk-side, and remote support to business users.
• Maintain and support hardware and software applications.
• Manage IT assets in accordance with asset management procedures.
• Follow IT Standard Processes, Procedures, and security policies.
• Collaborate with internal teams and external vendors to coordinate resolution activities.
• Document support activities and update tickets accurately using IT service management tools.
• Perform additional duties as assigned by management.

Qualifications

• Bachelor’s degree in Information Technology or related field, or an Associate’s degree with 3-5 years of relevant experience.
• Proven experience with ITIL-focused ticket management tools; ServiceNow experience is a plus.
• Strong customer service, interpersonal, and communication skills.
• Ability to prioritize tasks and adapt to changing technologies.
• Experience with PC and laptop imaging and hardware/software support.
• Knowledge of MS Office 365, Microsoft Teams, Windows 10, Active Directory, and remote assistance tools.
• Familiarity with Citrix, internet browsers, HP desktops/laptops, multi-function printers, and mobile device support.
• Ability to work effectively in a fast-paced, support-oriented environment.
• Must be legally authorized to work in the United States.

Publishing Pay Range: $20.00 - $26.00 hourly
This position is based in office and requires employee to work on-site.