Helpdesk Analyst II

Analyst, Helpdesk IIThe Help Desk Analyst provides resolutions of the reported customer issues and handles day-to-day customer requests via phone, email, and computer chat.Responsibilities:Serving as the escalation point for complex or unresolved issues from Tier 1 analystsReviewing and auditing tickets for quality, accuracy, and adherence to SLAsLeading root-cause analysis on recurring incidents and driving permanent fixes rather than repeat workaroundsManaging and maintaining Active Directory, Office 365/Microsoft 365, and endpoint management systems (Intune, SCCM, JAMF, etc.)Handling advanced troubleshooting for networking, servers, security tools, and enterprise applications beyond basic desktop supportDeveloping, updating, and maintaining knowledge base articles, SOPs, and internal documentation standardsParticipating in or leading process-improvement initiatives to increase help desk efficiency and reduce ticket volumeCoordinating with Tier 2/3, infrastructure, or security teams on major incidents and change managementAssisting with onboarding/offboarding processes, account provisioning, and access management at a more advanced or oversight levelMonitoring help desk metrics and SLAs, and reporting trends or systemic issues to IT managementSupporting audits and compliance-related IT tasks (security policies, license tracking, asset management)Occasionally leading small projects such as software rollouts, hardware refresh cycles, or system migrationsProviding after-hours or on-call support for critical incidents when neededMinimum Job Requirements:Education, Knowledge, and Experience:3-5+ years of experience in a help desk, technical support, or IT service desk roleAdvanced troubleshooting skills across operating systems (Windows/macOS), networking (TCP/IP, VPN, DNS/DHCP), and enterprise applicationsExperience with Active Directory, Office 365/Microsoft 365 administration, and endpoint management tools (e.g., SCCM, Intune, JAMF)Familiarity with ITIL/ITSM frameworks and ticketing systemsAbility to mentor and provide guidance to junior/Tier 1 analysts, including reviewing tickets and coaching on complex issuesExperience handling escalations and acting as a liaison between the help desk and Tier 2/3 or engineering teamsStrong understanding of ITIL processes: incident, problem, and change managementKnowledge of security best practices (password policies, phishing awareness, endpoint security, basic compliance requirements)Relevant certifications often preferred or required: CompTIA A+/Network+/Security+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or similarStrong communication and documentation skills, including creating/updating SOPs and knowledge base contentProject or process-improvement experience — identifying recurring issues and driving root-cause fixes rather than just resolving ticketsSome roles require experience with scripting/automation (PowerShell, basic Python) for routine task automationBachelor's degree in IT, Computer Science, or equivalent work experience (often substitutable)On-call or after-hours availability may be required depending on the organizationSkills:Technical skills:Strong knowledge of Windows and macOS operating systems,Active Directory administration,Office 365/Microsoft 365 management,Networking fundamentals (TCP/IP, DNS, DHCP, VPN),Endpoint management tools, and remote desktop/support toolsFamiliarity with basic server administration, print/imaging systems, and mobile device managementExposure to scripting or automation (PowerShell, batch scripts, or basic Python) for repetitive tasksSecurity awareness:understanding of password policies, phishing/social engineering red flags, endpoint security tools, and basic data protection practices — enough to spot and escalate potential security incidents appropriatelyAnalytical and problem-solving skills:strong root-cause analysis ability, comfort troubleshooting ambiguous or multi-layered issues, and a habit of looking for systemic fixes rather than one-off patches.Communication skills:clear, patient communication with both technical and non-technical staff, strong written documentation skills for knowledge base articles and SOPs, and the ability to translate technical issues into plain language for stakeholders or leadership.Organizational skills:ability to prioritize and manage multiple tickets/incidents simultaneously, strong time management under SLA pressure, and attention to detail in documentation and asset tracking.Soft skills:patience, empathy, and a customer-service mindset, adaptability when dealing with shifting priorities or new tools, and a collaborative approach when coordinating with Tier 2/3, security, or infrastructure teams.