Help Desk Analyst II

Job Description

We are looking for a skilled Help Desk Analyst II to join our team in Columbus, Ohio, on a long-term contract basis. In this role, you will provide advanced IT support across various platforms, ensuring the efficient operation of systems and technologies within the printing and publishing industry. This position offers an opportunity to work in a dynamic environment, addressing both complex technical challenges and everyday IT issues while contributing to process improvements.

Responsibilities:

• Deliver advanced support for Windows and macOS operating systems, standard desktop applications such as Microsoft Office and Adobe Creative Cloud, as well as printers, scanners, and other peripherals.

• Perform detailed root cause analysis to identify and prevent recurring issues.

• Administer and troubleshoot IT technologies across multiple platforms, ensuring seamless operations.

• Implement upgrades to IT systems and technologies to boost efficiency while minimizing disruptions to users.

• Develop and execute procedures aimed at improving service desk performance and future support strategies.

• Train IT staff and end-users on effective use of technologies, creating detailed learning plans.

• Manage user accounts in Active Directory, Azure AD, Microsoft 365, and other SaaS applications.

• Address incidents and issues by monitoring organizational logs and documenting resolutions.

• Troubleshoot basic issues related to operating systems, software applications, and hardware peripherals.

• Provide initial support for Azure Virtual Desktop environments and hybrid network connectivity, as well as assist with conference room setups and maintenance.• Proficiency in troubleshooting and supporting Windows and macOS systems.

• Strong knowledge of Microsoft technologies, including Active Directory and Microsoft 365.

• Experience with Apple devices and macOS environments.

• Familiarity with Citrix and Cisco technologies.

• Ability to deploy and configure computer hardware and software.

• Understanding of configuration management and IT process improvement.

• Hands-on experience with Android development and mobile device management.

• Capability to manage and resolve technical issues in a hybrid environment.