IT Help Desk Analyst II

Job Title and Location Job #3040935 – IT Help Desk Analyst II – Maitland, Florida (Onsite 4 days a week) Role Overview This is an entry-level IT support opportunity to provide technical assistance for a large internal employee population in a hybrid work environment. The ideal candidate will be process-driven, detail-oriented, and possess strong customer service skills. This role is responsible for managing incoming queries and issues related to computer systems, software, and hardware. Key Responsibilities Handle the majority of incoming Help Desk tickets through the Halo ticketing system. Provide first-level contact and frontline support for common IT issues and user requests. Support internal employees, including executive-level users. Properly elevate unresolved or complex technical issues to the next level of support. Track, route, and redirect problems to the correct resources, ensuring proper documentation and closure. Walk customers through problem-solving processes and follow up to ensure resolution. Maintain and grow knowledge of company procedures, products, and services. Required Qualifications Experience: Minimum of 2+ years of hands‑on IT support experience in a professional environment, including network, hardware, and software administration with remote support. Technical Skills Expert knowledge of Windows and working knowledge of Active Directory. Experience working within a ticketing system. Working knowledge of mobile devices, laptops, desktops, and common desktop applications, including the current version of Microsoft Office. Familiarity with client/server printing, VPN technology, and LAN/WAN configurations. Professional Skills Strong client‑facing and communication skills. Proven analytical, troubleshooting, and multi‑tasking abilities. Adept at reading, writing, and interpreting technical documentation and procedure manuals. Strong customer service orientation and experience working in a team‑oriented, collaborative environment. Work Environment This role supports a hybrid workforce of approximately 400-500 internal users. The position is expected to be onsite full‑time initially. Once fully trained, there is a possibility of working remotely one day per week. The Help Desk team consists of 3 team members within a larger IT department of approximately 25 employees. Equal Opportunity Employer Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. We welcome and consider qualified applicants from all backgrounds. #J-18808-Ljbffr Apex Systems