Helpdesk Analyst Tier 2

Company Description RenTec Solutions LLC provides specialized support across IT services, project management, customer service, and engagement strategies. The company focuses on overcoming challenges unique to nonprofit organizations and supports customers with small to mid-sized initiatives. Team members collaborate closely with mission-driven clients to design practical, scalable solutions. RenTec Solutions LLC values adaptability, client partnership, and a problem-solving mindset in its staff.

Role Description The Helpdesk Analyst Tier 2 is a full-time hybrid role based in the New York City Metropolitan Area. This role is responsible for handling escalated technical support issues from Tier 1, including troubleshooting hardware, software, network, and application problems, and providing timely resolution to end users. The analyst will manage support tickets, perform root-cause analysis, document solutions, and maintain accurate records in the ticketing system. Day-to-day tasks include supporting nonprofit clients’ IT environments, coordinating with internal teams and vendors, assisting with small to mid-sized IT projects, and ensuring excellent customer service through clear communication and follow-up. The role may also involve creating user guides, contributing to knowledge base articles, and recommending improvements to processes and systems.

Qualifications

• Candidates should possess strong technical support skills, including troubleshooting of Windows/macOS endpoints, basic networking (TCP/IP, DNS, VPN), and common business applications.
• Candidates should possess experience with helpdesk operations, such as ticketing systems, incident management, escalation procedures, and documentation of technical issues and solutions.
• Candidates should possess customer service and communication skills, including clear written and verbal communication, active listening, and the ability to explain technical concepts to non-technical users.
• Candidates should possess organizational and problem-solving skills, such as prioritizing multiple tickets, meeting response and resolution targets, and performing root-cause analysis.
• Candidates should possess collaboration and project support skills, including working with cross-functional teams, supporting small to mid-sized IT projects, and coordinating with vendors when needed.
• Relevant qualifications include prior Tier 1 or Tier 2 helpdesk experience, familiarity with nonprofit environments, and knowledge of remote support tools (e.g., RDP, remote desktop software).
• Additional beneficial qualifications include a degree or coursework in Information Technology or a related field, and certifications such as CompTIA A+, Network+, or similar credentials.