Help Desk Analyst II

Job Description

We are looking for an experienced Help Desk Analyst II to join our team in Grand Rapids, Michigan. In this role, you will provide technical support and ensure the smooth operation of hardware, software, and network systems. Your expertise will help maintain the efficiency and security of our IT infrastructure while delivering exceptional service to end users.

Responsibilities:

• Diagnose and resolve technical issues related to hardware, software, and network systems.

• Install, configure, and maintain computer systems, peripherals, and related equipment.

• Document all support cases, resolutions, and system configurations for future reference.

• Monitor system performance to ensure optimal reliability and availability.

• Manage user accounts and permissions, ensuring secure access to systems.

• Perform regular system updates, backups, and recovery operations as needed.

• Educate staff on IT best practices, security measures, and preventive maintenance.

• Maintain an inventory of IT hardware and ensure all equipment is functioning properly.

• Collaborate with IT teams to implement security measures and protect sensitive data.

• Escalate complex technical issues to higher-level support or specialized teams when necessary.• Minimum of 5 years of experience in help desk support, system administration, or a related field.

• Strong knowledge of Active Directory and user account management.

• Expertise in computer hardware, including installation and troubleshooting.

• Proficiency in server and network administration.

• Experience with hardware and software installation and maintenance.

• Ability to provide deskside support and excellent customer service.

• Familiarity with implementing security protocols and ensuring data protection.

Full-time