IT Helpdesk Analyst

IT Support Analyst II (Help Desk / End-User Support)

Love solving problems? Enjoy helping people? Want to level up your IT career?

We’re looking for a Level II IT Support Analyst who thrives in a fast-paced environment, enjoys hands-on troubleshooting, and wants to make technology easier (and less frustrating) for real people.

You’ll be a key player on our Help Desk team—supporting end users, tackling more complex technical issues, and acting as a go-to expert for several systems. If you like variety, learning new tech, and being trusted to solve problems end-to-end, this role is for you.

What You’ll Do

1. Be the next line of support for issues escalated from Level I Help Desk teammates
2. Provide real-time support via phone, email, tickets, and in-person help
3. Troubleshoot, triage, and resolve technical issues—fast, clearly, and with empathy
4. Own your tickets from start to finish and document solutions so everyone learns
5. Help create and improve how-to guides and support processes for the team
6. Balance daily ticket volume with deeper problem-solving and project work
7. Step in as coverage when teammates need support—because teamwork matters

On a typical day, you’ll handle 30–45 support requests , mixing quick wins with more complex technical challenges.

What Makes This Role Different

1. You’re not just fixing problems—you’re improving the user experience
2. You’ll act as a Subject Matter Expert for multiple systems
3. You’ll get exposure to projects, system improvements, and higher-level troubleshooting
4. You’ll work in an environment that values innovation, learning, and continuous improvement

Key Responsibilities

1. Incident intake, logging, classification, prioritization, and escalation
2. Communicating clearly with users and IT partners on progress and resolution
3. Identifying workarounds and permanent fixes
4. Supporting project implementations and system upgrades
5. Escalating issues appropriately when deeper expertise is needed

What We’re Looking For

Experience & Education

1. Associate’s degree in IT, Computer Science, Networking, or related field (preferred)
2. OR equivalent hands-on experience
3. 2–5 years of IT support experience (healthcare experience is a plus)

Certifications (at least one required)

1. CompTIA A+
2. HDI
3. Network+

Skills That Will Help You Succeed

1. Strong troubleshooting and logical problem-solving skills
2. Confident providing support in person, over the phone, and in writing
3. Comfortable juggling multiple requests without losing attention to detail
4. Curious mindset—you enjoy learning new systems and technologies
5. Professional, positive, and team-oriented
6. Adaptable in a fast-changing technical environment

Technical Areas You’ll Work With

You should have solid experience in at least two of the following:

1. Microsoft Active Directory (Users & Computers)
2. Remote Desktop Services / Terminal Services
3. Thin client setup, management, and troubleshooting
4. Specialized PC and device configuration
5. Wireless network monitoring and troubleshooting
6. Microsoft Group Policy
7. Application and desktop deployment tools

We’re especially excited about candidates who actively seek out learning , whether through hands-on experience, online courses, or certifications.

Why You’ll Like Working Here

1. You’ll have real ownership over your work
2. Your ideas for improving systems and processes will be heard
3. You’ll grow your technical skills while making a meaningful impact
4. You’ll help people have better, less frustrating days with technology

We offer the following benefits for you and your family:

1. Competitive Wages
2. Elite Low Cost Gold Plan Blue Cross Blue Shield Health Insurance
3. Dental Insurance, Life Insurance, Vision Insurance
4. 401K with company match
5. Paid Holidays and Paid Vacation

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