Help Desk Analyst II

Help Desk Analyst II

We are looking for a Help Desk Analyst II to join the IT team in Lewis Center, Ohio in a long-term contract role. This position is ideal for an early-career support specialist who enjoys solving technical issues, delivering dependable service to internal users, and building a strong foundation for future growth. You will provide hands-on assistance across Microsoft-based environments while helping maintain consistent day-to-day support coverage for the business.

Responsibilities:

• Provide front-line technical support for employees by diagnosing and resolving hardware, software, and access-related issues in a timely manner.
• Manage and update service requests through Jira, ensuring tickets are documented clearly, prioritized appropriately, and followed through to completion.
• Troubleshoot Microsoft 365 applications and Windows 10 environments, including common user issues involving accounts, devices, and productivity tools.
• Support user account administration tasks such as password resets, access changes, and directory updates within Active Directory.
• Assist staff with both Windows PCs and occasional Mac-related support needs, offering clear guidance and practical solutions.
• Communicate status updates effectively to end users, helping reduce frustration and maintain confidence during technical disruptions.
• Work closely with the broader IT team to escalate more complex incidents and contribute to a reliable support experience across the organization.
• Participate in assigned technical projects or improvement efforts over time, with opportunities to expand beyond ticket-based support into broader IT initiatives.