IT Helpdesk Analyst II

Position Summary

The Helpdesk Analyst serves as the organizations front-line technical support resource assisting end users with a wide range of hardware software and account-related issues. This role requires strong troubleshooting ability exceptional customer service and the capacity to triage and resolve incidents in a fast-paced environment. Analysts may resolve issues directly or escalate complex problems to senior IT personnel when needed.

Responsibilities

Duties include but not limited to: End-User Support Respond to technical inquiries via phone email chat remote session or in person. Diagnose and resolve hardware/software issues across desktops laptops mobile devices printers and peripherals. Troubleshoot operating system errors application issues and network connectivity problems. Provide professional high-touch support to users at all levels including VIPs. Walk users through step-by-step resolutions to promote self-sufficiency. Ticket Management Log categorize and prioritize all incoming support tickets using the organizations ITSM platform. Analyze call/ticket logs to identify recurring issues or trends. Escalate unresolved or complex issues to Tier 2/Tier 3 teams with detailed documentation. Account & Access Administration Perform password resets unlock user accounts and manage basic provisioning/deprovisioning across identity systems. Support onboarding/offboarding workflows including device preparation and account setup. AV support for conference rooms. Device & Application Support Install configure and update operating systems and approved software. Support endpoint management tools such as Intune and Autopilot. Maintain antivirus security agents and compliance-related configurations. Documentation & Continuous Improvement Create and maintain knowledge base articles user guides and troubleshooting documentation. Contribute to improving helpdesk workflows and service quality. Ensure all ticket documentation is complete accurate and auditable.

Qualifications

Citizenship: Must be a US citizen

Minimum Required Qualifications Clearance

: none Education: Bachelors Degree Years of Experience: 4-6 Certifications: CompTIA A Network Microsoft 365 Fundamentals or MD-102.

Preferred Qualifications Clearance

: ability to obtain Education: Bachelors Degree Years of experience: 4-6 Certifications: CompTIA A Network Microsoft 365 Fundamentals or MD-102.

Technical Skills Operating Systems proficiency Networking fundamentals Hardware and software troubleshooting Remote tools support Identity and user management Ticketing and Service management Scripting and automation basics Microsoft 365

Interpersonal Skills A strong Helpdesk Analyst delivers high-quality support communicates clearly manages workload efficiently and contributes to continuous improvements in user experience and IT service delivery. They maintain calm professionalism demonstrate ownership of issues and follow through until resolution.

Additional Information Location: Wakefield MA or Lincoln MA Travel: 10% Remote Onsite or Hybrid: Hybrid

#LI-JR1 Company Overview

Odyssey

is a world-class technical engineering and integration company serving the warfighting ecosystem with airborne integration ISR C2 and warfighter readiness capabilities. Odyssey meets the militarys operational needs by integrating layered defense systems from equipment technology and services to data information and business operations. We streamline defense acquisition and sustainment engineering the technical battlefield with domain-specific proficiency to ensure lethality. Odyssey is dedicated to excellent contract execution peak organizational performance and fostering a workplace built on employee care.

Odyssey is proud to live out our core values of commitment ambition and respect in our work and communities through OdysseyCares a philanthropic group focused on giving back through direct donations an employer match program and volunteering events.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Please Note:

Final compensation for this position will be determined by various factors such as the Federal Government contract labor categories and contract wage rates relevant work experience specific skills and competencies geographic location education and certifications.

This position is filled through continuous recruitment and will remain open until a sufficient pool of applications has been received. Hired applicants may be eligible for benefits including but not limited to medical dental vision life insurance Tricare supplement short-term disability long-term disability 401(k) match flexible spending accounts health savings accounts employee assistance program learning and development benefit paid time off and holidays. Required Experience: IC