Help Desk Analyst - II

This position requires someone who can immediately troubleshoot Microsoft 365, Active Directory, Windows endpoints, networking, and end-user issues with minimal ramp-up., * Provide advanced technical support to end-users via phone, email, and remote tools, addressing issues related to hardware, software, and network connectivity.

• Troubleshoot and resolve equipment malfunctions, including desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve software problems
• Manage user accounts and permissions within Active Directory and other identity management systems.
• Support network troubleshooting activities involving TCP/IP protocols, DNS configurations, VPN access, firewall settings, LAN/WAN connectivity, and network security measures like Meraki.
• Utilize ticketing systems such as ServiceNow or BMC Remedy to document incidents accurately and track resolution progress.

• Proven experience in technical support roles with a focus on IT support and help desk functions.
• Strong knowledge of computer hardware components and troubleshooting techniques.
• Proficiency in Windows 365 environment.
• Expertise in computer networking concepts including TCP/IP, DNS, VPNs, firewalls, LAN/WAN architecture.
• Familiarity with Active Directory management for user account provisioning and security policies.
• Ability to manage customer support tickets efficiently.
• Skilled in analyzing complex technical issues quickly to identify root causes.
• Excellent communication skills to convey technical information clearly to non-technical users.
• Ability to work independently while collaborating effectively within a team environment.

Pay: $65,000.00 - $70,000.00 per year

Application Question(s):

• Can you pass a background check?
• Are you able to work on-call weekends (as well)?

Experience:

• Help desk: 4 years (Required)
• Windows 365: 4 years (Required)
• Active Directory: 4 years (Required)