Job Overview
We are seeking a highly skilled Help Desk Analyst - II to join our client's dynamic IT support team.
This position requires someone who can immediately troubleshoot Microsoft 365, Active Directory, Windows endpoints, networking, and end-user issues with minimal ramp-up.
Hours
8 a.m. - 5:00 p.m. M-F with potential for on-call weekends
Duties
Provide advanced technical support to end-users via phone, email, and remote tools, addressing issues related to hardware, software, and network connectivity.
Troubleshoot and resolve equipment malfunctions, including desktops, laptops, mobile devices, printers, and peripherals.
Diagnose and resolve software problems
Manage user accounts and permissions within Active Directory and other identity management systems.
Support network troubleshooting activities involving TCP/IP protocols, DNS configurations, VPN access, firewall settings, LAN/WAN connectivity, and network security measures like Meraki.
Utilize ticketing systems such as ServiceNow or BMC Remedy to document incidents accurately and track resolution progress.
Skills
Proven experience in technical support roles with a focus on IT support and help desk functions.
Strong knowledge of computer hardware components and troubleshooting techniques.
Proficiency in Windows 365 environment.
Expertise in computer networking concepts including TCP/IP, DNS, VPNs, firewalls, LAN/WAN architecture.
Familiarity with Active Directory management for user account provisioning and security policies.
Ability to manage customer support tickets efficiently.
Skilled in analyzing complex technical issues quickly to identify root causes.
Excellent communication skills to convey technical information clearly to non-technical users.
Ability to work independently while collaborating effectively within a team environment.
65-70k