Help Desk Analyst II
Job in
Boca Raton, Palm Beach County, Florida, 33427, USA
Listed on 2026-06-05
Listing for:
Kforce
Full Time
position Listed on 2026-06-05
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
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 (Ninja One) 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
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