IT Help Desk Analyst II

Pay rate: $33.65 /hour

Make an impact by joining Service Source, a champion for people with disabilities. Explore new opportunities! Service Source is an organization of talented people who drive innovation, embrace change, and strengthen communities.

A Help Desk Analyst II provides advanced technical support to end‑users by diagnosing and resolving hardware, software, and network issues. This role involves handling escalated tickets, ensuring timely resolution, and maintaining high customer satisfaction. Analysts document solutions, update knowledge bases, and adhere to service‑level agreements (SLAs). They also assist with system upgrades, troubleshoot complex problems, and may mentor junior team members.

Strong communication skills, problem‑solving abilities, and proficiency in common IT tools and platforms are essential.

• Provide advanced technical support and resolve escalated IT issues in accordance with Service Level Agreements (SLAs).
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and One Drive.
• Manage Active Directory accounts, permissions, group policies and support and troubleshoot Windows 11 desktop environments and related hardware.
• Deliver expertise and guidance on Office 365 applications to end users.
• Conduct site visits, including out‑of‑state when necessary, to provide on‑site technical support.

• Perform full hardware and software lifecycle management, including deployment, updates, repairs, and retirement.
• Install, configure, and maintain desktop applications, operating systems, and related hardware for end‑users.
• Monitor system performance to proactively identify and resolve potential issues before they impact users.
• Assist with infrastructure tasks involving servers, networks, VMware, SharePoint, and mobile device security.
• Support onboarding and offboarding processes by managing account setup, access permissions, and compliance with security policies.
• Document technical procedures, troubleshooting steps, and maintain accurate hardware/software inventory records.
• Provide remote and onsite technical support, escalating unresolved issues to higher‑level teams or vendors as needed.
• Participate in IT projects and initiatives, deliver end‑user training, and analyze help desk metrics to drive service improvements.
• Other related responsibilities as assigned.

• Associate or bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
• 2–4 years of experience in IT support or help desk environment, with exposure to Tier 2 troubleshooting.
• CompTIA A+, CompTIA Network+ and CompTIA Security+ certifications are preferred.

• Strong knowledge of advanced computer hardware, with expertise in installation and troubleshooting.
• Experienced in supporting desktop operating systems, specifically Windows 11.
• Extensive background in application support for Microsoft Office 365.
• Proficient in Active Directory administration, including user account management, group policies, and access control.
• Expertise in Microsoft Azure for cloud services, user management, and troubleshooting within enterprise environments.
• Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning skills. Strong documentation skills.
• Ability to conduct research into a wide range of computing issues.
• Ability to absorb and retain information quickly. Ability to present ideas in user‑friendly, business‑friendly and technical language.
• Highly self‑motivated and directed. Keen attention to detail.
• Proven analytical and problem‑solving abilities. Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation. Experience working in a team‑oriented, collaborative environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employees are regularly required to sit, use hands to finger, handle, or feel, reach with hands and arms, talk or hear, stand, walk, lift or move…