Help Desk Analyst II

Job Description

We are looking for a skilled Help Desk Analyst II to join our team in Plainfield, Indiana. In this Contract to permanent role, you will be responsible for providing both onsite and remote support for IT systems, hardware, and software, ensuring seamless operations for end users. This position plays a key role in maintaining and troubleshooting infrastructure components while adhering to organizational standards and security protocols.

Responsibilities:

• Manage helpdesk tickets by triaging, resolving incidents, and handling assigned project tasks.

• Deliver technical support for hardware, software, and peripherals both remotely and onsite.

• Assist users with Microsoft 365 applications and ensure proper functionality.

• Maintain security standards, including antivirus and web filtering compliance, across devices.

• Provide support for audio-visual systems in detail-oriented business settings.

• Oversee asset management of mobile devices, desktops, and laptops.

• Configure and troubleshoot network issues in Windows, Apple, and Citrix environments.

• Collaborate with and manage vendors for services like networking, internet, and audio/video.

• Resolve hardware-related issues for infrastructure and client equipment, escalating when necessary.

• Document system changes, troubleshooting steps, and solutions in the ServiceNow platform.• Proficiency in Active Directory and Microsoft Windows Server (2012, 2016, 2019).

• Experience with ticketing systems such as ServiceNow or Zoho.

• Knowledge of ITIL processes and best practices.

• Familiarity with Microsoft Azure and Office 365 applications.

• Skilled in troubleshooting hardware and network issues, including mobile devices and peripherals.

• Hands-on experience with network equipment, servers, and audio-visual systems.

• Relevant certifications such as MCSE or Microsoft Certification are preferred.

• Ability to manage time effectively and prioritize tasks in a dynamic environment.