Help Desk Analyst II

Job Description

We are looking for a skilled and detail-oriented Help Desk Analyst II to join our team in Norcross, Georgia. In this role, you will provide technical support and troubleshooting expertise to resolve hardware, software, and network issues for our customers. This position requires a strong technical background, excellent communication skills, and the ability to work collaboratively to deliver exceptional service.

Responsibilities:

• Monitor customer systems and environments using remote management tools to identify and resolve issues efficiently.

• Provide remote assistance to customers experiencing software or desktop-related problems.

• Troubleshoot and repair equipment to minimize delays and prevent recurring issues.

• Assist other help desk analysts with complex troubleshooting and preventative maintenance tasks.

• Perform remote installations of equipment, ensuring schedules are met and customers are trained on proper usage.

• Document resolutions in a knowledge base to streamline future troubleshooting efforts.

• Communicate effectively with customers, dispatch teams, and management to address and resolve technical issues promptly.

• Complete all required documentation and ticket updates accurately and in a timely manner.

• Participate in training and self-study initiatives to stay current with technology advancements.

• Promote maintenance contracts and additional services to customers, contributing to business growth.• Bachelor’s degree in a technical field or equivalent relevant experience.

• Minimum of 5 years of experience in a help desk environment, with advanced troubleshooting capabilities.

• Proficiency in computer networking and server operating systems, including Apple and Microsoft platforms.

• Preferred certifications: Microsoft 365, CompTIA A+, CompTIA Network+, or CompTIA Security+.

• Strong skills in network systems installation and troubleshooting.

• Experience with Active Directory, configuration management, and deployment processes.

• Excellent verbal and written communication skills, with a focus on customer service.

• Ability to manage multiple tasks simultaneously, even in high-pressure situations.

Full-time