Help Desk Analyst II

Description We are looking for a Help Desk Analyst II to provide hands-on technical support for end users in Madison, Wisconsin. This Long-term Contract position requires an onsite presence four days each week and focuses on resolving desktop, printer, and workplace technology issues in a timely, detail-oriented manner. The ideal candidate brings strong Windows support experience, a customer-focused approach, and the ability to manage service requests across a range of hardware and software environments.

Responsibilities:

• Deliver second-level support for employees by diagnosing and resolving issues related to desktops, laptops, peripherals, and standard business applications.
• Provide hands-on assistance with printer setup, maintenance, and troubleshooting, including support for network-connected and local printer devices.
• Respond to service desk requests efficiently, document work performed, and keep ticket status updated through resolution.
• Support Microsoft Windows environments and Office 365 applications, helping users address access, performance, and usability concerns.
• Configure, image, and deploy workstations using established tools and procedures to prepare devices for end-user use.
• Assist with account and access-related tasks in Active Directory, including routine updates and user support.
• Troubleshoot remote connectivity concerns, including VPN-related issues, to help users maintain secure access to business resources.
• Collaborate with team members and other support groups to escalate complex technical problems and ensure timely issue resolution. Requirements
• At least 3 years of experience in help desk, desktop support, or a similar technical support role.
• Demonstrated experience supporting Microsoft Windows 10 and general Microsoft Windows environments.
• Working knowledge of Office 365 and the ability to assist users with common application and access issues.
• Hands-on experience with Active Directory, desktop imaging, and computer deployment processes.
• Familiarity with SCCM and standard troubleshooting practices for endpoint support.
• Experience resolving printer hardware, printer connectivity, and network printer issues.
• Understanding of VPN technologies and the ability to troubleshoot remote access problems.
• Strong customer service skills with the ability to communicate clearly and professionally with end users.

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