Help Desk Analyst II

Job Description

We are looking for an experienced Help Desk Analyst II to join our team on a long-term contract basis in Chicago, Illinois. This role is ideal for someone who excels in technical troubleshooting, system configuration, and providing exceptional support to end-users. You will play a key role in maintaining and enhancing our organization's technology infrastructure while assisting a diverse user base.

Responsibilities:

• Provide expert support for Microsoft 365 applications, ensuring smooth functionality and resolving user issues.

• Troubleshoot and navigate Azure cloud services to address operational challenges.

• Manage incident tracking and resolution using the ManageEngine ticketing system, handling 20-25 tickets daily.

• Configure and deploy new equipment and applications to ensure optimal performance.

• Offer basic network troubleshooting to resolve connectivity issues effectively.

• Assist faculty with classroom technology, including audio/visual setups and configurations.

• Monitor organizational equipment to identify items nearing end-of-life and plan for replacements.

• Upgrade and replace hardware to maintain a secure and efficient IT environment.

• Deliver technical support to a user base including employees, contractors, and students.

• Collaborate with team members to ensure consistent and reliable IT operations.• Proficiency in Microsoft 365 applications and Azure cloud services.

• Experience with ManageEngine or similar ticketing systems.

• Basic understanding of networking principles and troubleshooting.

• Familiarity with audio/visual configurations is preferred.

• Ability to efficiently handle a moderate volume of tickets daily.

• Strong problem-solving skills and effective communication abilities.

• Knowledge of hardware configuration, deployments, and equipment management.

• Experience with technologies such as Active Directory, Apple and Android devices, Cisco, Citrix, and Mac computers.