Help Desk Analyst II - Pennsylvania Staffing : Job Details

We are seeking a skilled and customer-focused Level 2 Help Desk Technician to provide advanced technical support to end-users and ensure the smooth operation of IT systems. The ideal candidate will have strong troubleshooting abilities, a solid understanding of IT infrastructure, and the ability to resolve complex technical issues escalated from Level 1 support.

Key Responsibilities:

• Respond to and resolve escalated technical support tickets in a timely and detail oriented manner.
• Troubleshoot and resolve issues related to hardware, software, networking, printers, and mobile devices.
• Assist in system installations, upgrades, and configuration of end-user environments.
• Provide remote and on-site support as needed.
• Escalate unresolved issues to Level 3 support or other appropriate teams.
• Document issues, solutions, and processes in the ticketing system (e.g., ServiceNow, Jira, etc.).
• Collaborate with Level 1 support to train and guide them on handling recurring or known issues.
• Participate in deploying and maintaining desktop and laptop systems, including OS imaging and patch management.
• Maintain user accounts, permissions, and access rights in Active Directory and other systems.
• Ensure compliance with IT policies, security standards, and procedures.

Requirements:

Education & Experience: Associate's or Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). 24 years of experience in a help desk or technical support role, preferably in an L2 capacity.

Technical Skills: Proficiency in Windows and macOS operating systems. Experience with Microsoft 365, Active Directory, and Exchange. Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN). Knowledge of ITSM tools (e.g., ServiceNow, Jira, Zendesk). Experience with remote support tools (e.g., TeamViewer, AnyDesk, RDP). Basic scripting knowledge (e.g., PowerShell) is a plus.

Soft Skills: Strong problem-solving and analytical skills. Excellent communication and interpersonal abilities. Ability to work independently and in a team environment. Strong organizational and documentation skills. Customer-first mindset with a commitment to quality service.

Preferred Certifications (not required): CompTIA A+, Network+, or Security+ Microsoft Certified: Modern Desktop Administrator Associate ITIL Foundation