Help Desk Analyst II

Kforce has a client in Boca Raton, FL that is seeking a Help Desk Analyst II. Key Responsibilities: * Work the IT support queue alongside Level 1 staff, responding to user requests via email, phone, and our ticketing system, while also taking on more complex tickets and escalations that require additional experience and troubleshooting depth * Provide remote and hands-on support across our Windows and macOS environments, including hardware troubleshooting, software installation, peripheral and printer issues, and basic network connectivity problems * Perform user account and access tasks in Active Directory and Microsoft 365, including password resets, account creation, group membership changes, mailbox configuration, and license assignments * Support employee onboarding and offboarding, including account provisioning, device preparation, software installation, and account decommissioning * Assist with end-user training, providing walkthroughs and guidance on company applications, tools, and IT processes for new hires and during the rollout of new systems * Use our RMM platform (NinjaOne) to deploy software, push patches, run remote sessions, and assist with routine endpoint maintenance * Monitor system reports and alerts, flagging deviations and escalating to higher-tier staff when appropriate * Assist with small IT projects and rollouts, such as hardware refreshes and software deployments, under the direction of senior staff * Provide guidance and knowledge sharing to Level 1 analysts, helping them grow into more complex troubleshooting work * Maintain accurate documentation of common issues, resolutions, and changes, contributing to the IT knowledge base and asset management records* Bachelor's degree or 4 years of directly related IT support experience * Working knowledge of Windows and macOS support, Active Directory, and Microsoft 365 * Experience troubleshooting hardware, software, and network connectivity issues across desktop and laptop environments * Comfort using RMM and remote support tools for endpoint troubleshooting and software deployment * Strong problem-solving skills, with the ability to work through complex tickets independently and recognize when to escalate * Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users * Ability to multitask and prioritize in a fast-paced environment * Commitment to continuous professional development