Help Desk/Desktop Support Analyst

Position Overview:

This role is responsible for providing Tier II IT support and troubleshooting functions toensure timely resolution of IT services that support essential business functions. The Service Desk Technician II is primarily responsible for monitoring andresolving escalated Service Desk incidents/ticketing requests, collaborating with vendors,maintaining inventory, and delivering user training to ensure optimal system performancefor employees, contractors, and other staff members.

Key Responsibilities:

• Troubleshoots and resolves end user hardware, software and networking issues toensure optimal performance.
• Diagnoses and resolves Tier II performance issues on user systems.
• Provides Tier II support for escalated issues from Tier I technicians Install,Configure, and Troubleshoot user systems (PC's, Laptops, Multifunction Printers,Tablets, Smartphones, Windows Operating Systems, and Software applications).
• Works with outside consultants and vendors to resolve IT issues.
• Installs, configures, and troubleshoots user systems (PC's, Laptops, MultifunctionPrinters, Tablets, Smartphones, Windows Operating Systems, and Softwareapplications).
• Remediates user systems to remove malware, spyware, viruses, etc.
• Diagnoses and resolves basic network connectivity issues.
• Supports migration projects through testing and deployment.
• Participated in user onboarding and offboarding by assisting with setup of new userhardware and deploying end user devices, as well as managing equipment returns.
• Provides user training in best practices for technology usage and security protocolsas needed.
• Maintains high level of adherence to cybersecurity principles, ethics practices, andcompany policies.
• Travels to remote sites as needed to provide on-site User Support.
• Required to participate in standby or on-call rotation to meet deadlines or addressemergencies as needed.
• Performs other duties or special projects as required or assigned