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IT Helpdesk Analyst II Odyssey Systems Consulting Group, Ltd. - 3.9 Wakefield, MA Job Details Full-time $60,000 - $65,000 a year 12 hours ago Benefits Health savings account Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Paid time off Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Desktop computer repair Endpoint Security Knowledge management Network troubleshooting Email customer support Smartphone (troubleshooting support) IT user and group management Laptop (troubleshooting support) In-person customer service Operating system updates Mid-level Incident Escalation Printer (troubleshooting support) Software installation Microsoft Office Help files Bachelor's degree Continuous improvement Desktop (troubleshooting support) Computer management CompTIA Network+ Remote access software Scripting Technical customer support for office equipment AV system troubleshooting Customer service knowledge base UEM Phone triage Access control management Identity and access management (IAM) solutions

Full Job Description Position Summary:

The Helpdesk Analyst serves as the organization's front-line technical support resource, assisting end users with a wide range of hardware, software, and account-related issues. This role requires strong troubleshooting ability, exceptional customer service, and the capacity to triage and resolve incidents in a fast-paced environment. Analysts may resolve issues directly or escalate complex problems to senior IT personnel when needed.

Responsibilities:

Duties include, but not limited to: End-User Support Respond to technical inquiries via phone, email, chat, remote session, or in person. Diagnose and resolve hardware/software issues across desktops, laptops, mobile devices, printers, and peripherals. Troubleshoot operating system errors, application issues, and network connectivity problems. Provide professional, high-touch support to users at all levels, including VIPs. Walk users through step-by-step resolutions to promote self-sufficiency. Ticket Management Log, categorize, and prioritize all incoming support tickets using the organization's ITSM platform. Analyze call/ticket logs to identify recurring issues or trends. Escalate unresolved or complex issues to Tier 2/Tier 3 teams with detailed documentation. Account & Access Administration Perform password resets, unlock user accounts, and manage basic provisioning/deprovisioning across identity systems. Support onboarding/offboarding workflows including device preparation and account setup. AV support for conference rooms. Device & Application Support Install, configure, and update operating systems and approved software. Support endpoint management tools such as Intune and Autopilot. Maintain antivirus, security agents, and compliance-related configurations. Documentation & Continuous Improvement Create and maintain knowledge base articles, user guides, and troubleshooting documentation. Contribute to improving helpdesk workflows and service quality. Ensure all ticket documentation is complete, accurate, and auditable.

Qualifications:

Citizenship:

Must be a US citizen

Minimum Required Qualifications Clearance :

none

Education:

Bachelor's Degree Years of Experience:

4-6

Certifications:

CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.

Preferred Qualifications Clearance :

ability to obtain

Education:

Bachelor's Degree Years of experience: 4-6

Certifications:

CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102. Technical Skills Operating Systems proficiency Networking fundamentals Hardware and software troubleshooting Remote tools support Identity and user management Ticketing and Service management Scripting and automation basics Microsoft 365 Interpersonal Skills A strong Helpdesk Analyst delivers high-quality support, communicates clearly, manages workload efficiently, and contributes to continuous improvements in user experience and IT service delivery. They maintain calm professionalism, demonstrate ownership of issues, and follow through until resolution.

Additional Information Location:

Wakefield, MA or Lincoln, MA Travel:

10%

Remote, Onsite, or Hybrid:

Hybrid #LI-MP1

Company Overview:

Odyssey is a world-class technical, engineering, and integration company serving the warfighting ecosystem with airborne integration, ISR, C2, and warfighter readiness capabilities. Odyssey meets the military's operational needs by integrating layered defense systems from equipment, technology, and services to data, information, and business operations. We streamline defense acquisition and sustainment, engineering the technical battlefield with domain-specific proficiency to ensure lethality. Odyssey is dedicated to excellent contract execution, peak organizational performance, and fostering a workplace built on employee care. Odyssey is proud to live out our core values of commitment, ambition, and respect in our work and communities through OdysseyCares, a philanthropic group focused on giving back through direct donations, an employer match program, and volunteering events. Equal Opportunity Employer/Protected Veterans/Individuals with

Disabilities Please Note:

: Final compensation for this position will be determined by various factors such as the Federal Government contract labor categories and contract wage rates, relevant work experience, specific skills and competencies, geographic location, education, and certifications. This position is filled through continuous recruitment and will remain open until a sufficient pool of applications has been received. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, Tricare supplement, short-term disability, long-term disability, 401(k) match, flexible spending accounts, health savings accounts, employee assistance program, learning and development benefit, paid time off, and holidays. Odyssey Benefits