Help Desk Analyst II

Help Desk Analyst Ii

We are looking for a skilled and motivated help desk analyst ii to join our team in king of prussia, pennsylvania. In this contract-to-permanent position, you will provide technical support for end users and ensure the functionality and security of hardware, software, and peripherals within our organization. If you excel in troubleshooting, have a proactive approach to problem-solving, and enjoy working in a fast-paced environment, we encourage you to apply.

Responsibilities:

• Manage helpdesk tickets, prioritize tasks, and resolve incidents efficiently.
• Deliver both onsite and remote technical assistance for end users, including support for hardware, software, and peripherals.
• Offer guidance and troubleshooting for office 365 applications to enhance user experience.
• Ensure all systems meet security and patch requirements, including antivirus and web filtering compliance.
• Set up and support audio-visual systems in corporate environments.
• Maintain accurate asset management records for mobile devices, desktops, and laptops.
• Configure and troubleshoot network issues in windows, apple, and citrix environments, including wired and wireless setups.
• Collaborate with vendors, such as internet service providers and audio/video contractors, to manage services effectively.
• Document procedures, system changes, and resolutions in the helpdesk ticketing system to maintain accurate records.
• Participate in project tasks and provide suggestions to improve processes and workflows.

Requirements:

• Proficiency in active directory and windows server 2012 r2.
• Associate's degree or technical certification, or a minimum of 3 years' experience in technical support.
• Microsoft certification and strong understanding of pc hardware.
• Hands-on experience with servicenow or similar cloud-based helpdesk systems.
• Familiarity with remote troubleshooting tools such as zoho, intune, or azure.
• Strong organizational and time management skills.
• Ability to work under pressure and adapt to changing priorities.
• Excellent problem-solving skills and initiative to think creatively.