Help Desk Analyst II

Job Description

Job Description

We are looking for a Help Desk Analyst II to support employees across the corporate environment in Warren, Massachusetts. This Long-term Contract position is ideal for a hands-on IT specialist who can resolve user issues efficiently, maintain endpoint systems, and help keep business applications running smoothly. The role involves working with teams across the organization, managing support requests with accuracy, and delivering dependable technical assistance for both hardware and software needs.

Responsibilities:
• Deliver first- and second-level technical support for end users across the corporate office environment, addressing both routine and more complex workstation issues.
• Administer desktop and laptop systems by handling software installation, operating system updates, security patching, antivirus maintenance, and troubleshooting of business applications.
• Prepare and deploy operating systems using desktop imaging tools to ensure devices are configured consistently and ready for use.
• Diagnose, repair, and enhance company-issued PCs and laptops, including component replacements and performance-related upgrades.
• Log, track, and update support incidents in ServiceNow, maintaining complete and accurate case records from intake through resolution.
• Respond promptly to service requests, assess the scope of each problem, and escalate matters to advanced technical teams when additional expertise is required.
• Manage user access by creating and updating accounts, organizing security groups, and maintaining permissions for shared resources.
• Coordinate workstation setups, equipment moves, and office relocations while keeping hardware and software inventory information current.
• Collaborate with department leaders, employees, vendors, and external technical support contacts to resolve issues and maintain reliable IT service delivery.• Experience providing Tier 1 and Tier 2 help desk or desktop support in a business environment.
• Proficiency with Microsoft Windows 10 and day-to-day desktop administration tasks.
• Working knowledge of desktop imaging, operating system deployment, and endpoint patch management.
• Ability to troubleshoot hardware, software, and access-related issues for laptops and desktop computers.
• Experience using a ticketing platform such as ServiceNow to document incidents and service requests accurately.
• Familiarity with user account administration, group management, and shared resource access support.
• Strong communication skills with the ability to assist employees and coordinate effectively with technical teams and vendors.