Help Desk Analyst II

This position involves providing application and desktop support services to business users. The role requires troubleshooting hardware and software issues across a variety of devices, including PCs, printers, phones, and mobile devices. The team member will participate in technology refresh projects and serve as the primary contact for resolving IT-related problems, delivering support both in person and remotely. The position demands effective communication skills and a professional approach to customer service., * Troubleshoot and resolve issues related to PC hardware, software, network connectivity, phones, printers, and mobile devices.

• Provide in-person, desk-side, and remote support to end users.
• Serve as the first point of contact for IT support inquiries, managing ticketing and issue tracking.
• Participate in technology refresh projects, including imaging and hardware/software deployment.
• Maintain accurate asset management records and ensure compliance with IT standards and policies.
• Collaborate with internal teams and vendors to coordinate resolution activities.
• Support IT security policies and procedures in day-to-day operations.
• Assist with application maintenance and troubleshooting issues with enterprise applications.
• Perform various duties as assigned by management to support IT operations.
• Contribute to continuous improvement of support processes and documentation.

• Excellent customer service, interpersonal, and communication skills.
• Strong prioritization and organizational skills.
• Ability to adapt to evolving technologies and rapidly learn new systems.
• Bachelor's degree in Information Technology or related field, or an Associate's degree with 3-5 years of relevant experience.
• Experience with ITIL-based ticket management tools; ServiceNow familiarity is a plus.
• Hands-on experience with desktop and laptop imaging, hardware, and software support.
• Knowledge of asset management and IT security policies.
• Proficiency with MS Office 365, Microsoft Teams, Windows 10, Edge, Internet Explorer, Active Directory, Citrix, and remote support tools.
• Ability to troubleshoot iPhone and mobile device issues.
• Familiarity with multi-function printers and other peripheral devices.

At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs. Who We Are: GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service. GDH Benefits GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH's website under the tab for candidates.