Help Desk Analyst II

Job Title:
Help Desk Analyst II

As a Help Desk Analyst II, you will play a crucial role in supporting end users across multiple locations by resolving complex technical issues and serving as the primary escalation resource for the Help Desk Analyst I team. This position is ideal for someone who thrives on problem-solving, values collaboration, and is passionate about improving systems as well as the overall user experience.

Essential Functions

• Advance IT Support & Resolution: provide advanced technical support by diagnosing complex issues, determining root causes across systems, and managing the full incident lifecycle from intake through resolution and follow-up
• Tier II Escalation Support: acts as a Tier II escalation resource, mentoring Tier I staff and providing guidance on technical troubleshooting and service procedures
• Incident Documentation & Reporting: maintain accurate incident records and develop knowledge base documentation to support efficient issue resolution and knowledge sharing
• Help Desk Analytics & Optimization: analyze Help Desk metrics to identify trends and implement process improvements that enhance service quality and reduce incident volume
• Systems & Hardware Support: install and configure hardware and software, support system upgrades, and collaborate with cross-functional IT teams to resolve complex technical issues
• User Support Services: deliver user training, develop instructional materials, and provide onsite technical support across multiple locations as needed

Compensation & Benefits

• Hourly wage range: $29 - $35 per hour
• Eligible for an annual discretionary bonus
• Employee Stock Ownership Plan (ESOP) and comprehensive benefits package (health, vision, dental, HSA with company contribution)
• Employer-paid short-term and long-term disability coverage
• Paid holidays and paid time off

Qualifications

• Required Experience: Associate’s Degree or specialized IT training; 2+ years in technical support, help desk, or related IT role; experience supporting enterprise environments; strong familiarity with Active Directory, MS Intune, MS 365 Admin, ticketing systems, RMM, MDM; valid driver’s license with good driving record
• Preferred Experience: Bachelor’s Degree in IT-related field; familiarity with ITIL practices or formal service management frameworks; foundational networking knowledge (equivalent to CompTIA Network+)

Skills & Abilities

• Customer Service & Communication: deliver strong customer service with effective communication, translate technical concepts to non-technical users
• Systems Troubleshooting & Analysis: diagnose and resolve complex issues across devices and systems while managing priorities
• Systems & Software Support: proficiency in Microsoft Office, Windows, enterprise apps, server administration; working knowledge of Net Suite
• Networking & Security Tools: experience with networking infrastructure and security tools (e.g., Ubiquiti, EDR)
• Documentation & Team Support: maintain organizational/documentation practices and mentor teammates

Working Conditions/Physical Requirements

• Primarily office-based with extended periods of sitting and computer use
• Frequent typing and handling of devices
• Occasional reaching, bending, and lifting up to 25 lbs frequently and up to 50 lbs occasionally
• Occasional travel to company locations or events as needed

Equal Opportunity

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or genetic information. We provide reasonable accommodations to qualified individuals with disabilities as required by the Americans with Disabilities Act (ADA).