Help Desk Analyst

Job Description

Job Description

The Level 2 Help Desk Technician serves as the primary escalation point for technical issues that cannot be resolved by Level 1 support. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, operating system, and network-related issues while delivering exceptional customer service to end users. The technician will support a Microsoft-based environment and assist with workstation deployments, account administration, and day-to-day IT operations.

Key Responsibilities

• Provide advanced technical support for desktop, laptop, and peripheral issues.
• Troubleshoot and resolve Windows operating system and application-related problems.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
• Administer Active Directory user accounts, including password resets, account creation, modifications, and access management.
• Install, configure, image, and deploy desktop and laptop computers.
• Perform hardware diagnostics, repairs, upgrades, and break/fix support.
• Escalate complex issues to Level 3 support or vendors when necessary.
• Maintain accurate documentation of incidents, requests, and resolutions within the ticketing system.
• Assist with software deployments, updates, and patch management.
• Support printers, mobile devices, and other end-user technologies.
• Follow IT service management processes and meet established service level agreements (SLAs).
• Contribute to knowledge base articles and technical documentation.

Required Qualifications

• Associate degree in Information Technology or equivalent work experience.
• 2–5 years of Help Desk, Desktop Support, or Technical Support experience.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently and prioritize multiple tasks effectively.
• Experience using ticketing systems and remote support tools.

Required Technical Skills

• Strong Windows desktop support and troubleshooting
• Microsoft 365/Outlook support
• Active Directory (user administration, password resets, account management)
• Hardware setup, imaging, and break/fix support
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)
• Experience supporting printers and peripheral devices
• Familiarity with endpoint management tools and software deployment processes

Top Prospect Group founders and management team offer more than 25 years
of experience in Information Technology and Creative Staffing. Our fundamental goal is to build successful relationships resulting in accurate job and prospect representations. Top Prospect Group meets with those we work with face-to-face to garner a better understanding of candidate or client requirements. By leveraging our experience and market insight, we are then able to provide a more consistent recruitment process.

Company Description

Top Prospect Group founders and management team offer more than 25 years\r\n of experience in Information Technology and Creative Staffing. Our fundamental goal is to build successful relationships resulting in accurate job and prospect representations. Top Prospect Group meets with those we work with face-to-face to garner a better understanding of candidate or client requirements. By leveraging our experience and market insight, we are then able to provide a more consistent recruitment process.