Analyst, Helpdesk II

Title: Analyst, Helpdesk II

Department: IT

Position Summary:

The Help Desk Analyst provides resolutions of the reported customer issues and handles day-to-day customer requests via phone, email, and computer chat.

Responsibilities:

• Serving as the escalation point for complex or unresolved issues from Tier 1 analysts
• Reviewing and auditing tickets for quality, accuracy, and adherence to SLAs
• Leading root-cause analysis on recurring incidents and driving permanent fixes rather than repeat workarounds
• Managing and maintaining Active Directory, Office 365/Microsoft 365, and endpoint management systems (Intune, SCCM, JAMF, etc.)
• Handling advanced troubleshooting for networking, servers, security tools, and enterprise applications beyond basic desktop support
• Developing, updating, and maintaining knowledge base articles, SOPs, and internal documentation standards
• Participating in or leading process-improvement initiatives to increase help desk efficiency and reduce ticket volume
• Coordinating with Tier 2/3, infrastructure, or security teams on major incidents and change management
• Assisting with onboarding/offboarding processes, account provisioning, and access management at a more advanced or oversight level
• Monitoring help desk metrics and SLAs, and reporting trends or systemic issues to IT management
• Supporting audits and compliance-related IT tasks (security policies, license tracking, asset management)
• Occasionally leading small projects such as software rollouts, hardware refresh cycles, or system migrations
• Providing after-hours or on-call support for critical incidents when needed

Minimum Job Requirements:

Education, Knowledge, and Experience: 

• 3-5+ years of experience in a help desk, technical support, or IT service desk role
• Advanced troubleshooting skills across operating systems (Windows/macOS), networking (TCP/IP, VPN, DNS/DHCP), and enterprise applications
• Experience with Active Directory, Office 365/Microsoft 365 administration, and endpoint management tools (e.g., SCCM, Intune, JAMF)
• Familiarity with ITIL/ITSM frameworks and ticketing systems 
• Ability to mentor and provide guidance to junior/Tier 1 analysts, including reviewing tickets and coaching on complex issues
• Experience handling escalations and acting as a liaison between the help desk and Tier 2/3 or engineering teams
• Strong understanding of ITIL processes: incident, problem, and change management
• Knowledge of security best practices (password policies, phishing awareness, endpoint security, basic compliance requirements)
• Relevant certifications often preferred or required: CompTIA A+/Network+/Security+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or similar
• Strong communication and documentation skills, including creating/updating SOPs and knowledge base content
• Project or process-improvement experience — identifying recurring issues and driving root-cause fixes rather than just resolving tickets
• Some roles require experience with scripting/automation (PowerShell, basic Python) for routine task automation
• Bachelor's degree in IT, Computer Science, or equivalent work experience (often substitutable)
• On-call or after-hours availability may be required depending on the organization

Skills:

• Technical skills: 

• Strong knowledge of Windows and macOS operating systems, 
• Active Directory administration, 
• Office 365/Microsoft 365 management, 
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN), 
• Endpoint management tools, and remote desktop/support tools 
• Familiarity with basic server administration, print/imaging systems, and mobile device management 
• Exposure to scripting or automation (PowerShell, batch scripts, or basic Python) for repetitive tasks

• Security awareness: 

• understanding of password policies, phishing/social engineering red flags, endpoint security tools, and basic data protection practices — enough to spot and escalate potential security incidents appropriately

• Analytical and problem-solving skills: 

• strong root-cause analysis ability, comfort troubleshooting ambiguous or multi-layered issues, and a habit of looking for systemic fixes rather than one-off patches.

• Communication skills: 

• clear, patient communication with both technical and non-technical staff, strong written documentation skills for knowledge base articles and SOPs, and the ability to translate technical issues into plain language for stakeholders or leadership.

• Organizational skills: 

• ability to prioritize and manage multiple tickets/incidents simultaneously, strong time management under SLA pressure, and attention to detail in documentation and asset tracking.

• Soft skills: 

• patience, empathy, and a customer-service mindset, adaptability when dealing with shifting priorities or new tools, and a collaborative approach when coordinating with Tier 2/3, security, or infrastructure teams.