Helpdesk Analyst II

The Help Desk Analyst II at Alcora Corporation resolves complex customer issues and supports day-to-day IT requests onsite in Doral, FL.

Responsibilities

• Serve as the escalation point for complex or unresolved issues from Tier 1 analysts
• Review and audit tickets for quality, accuracy, and adherence to SLAs
• Lead root-cause analysis for recurring incidents and drive permanent fixes instead of repeat workarounds
• Manage and maintain Active Directory, Office 365/Microsoft 365, and endpoint management systems (including Intune, SCCM, JAMF, etc.)
• Provide advanced troubleshooting for networking, servers, security tools, and enterprise applications beyond basic desktop support
• Develop, update, and maintain knowledge base articles, SOPs, and internal documentation standards
• Participate in or lead process-improvement initiatives to increase help desk efficiency and reduce ticket volume
• Coordinate with Tier 2/3, infrastructure, or security teams on major incidents and change management
• Support onboarding/offboarding at an advanced or oversight level, including account provisioning and access management
• Monitor help desk metrics and SLAs, and report trends or systemic issues to IT management
• Assist with audits and compliance-related IT tasks, including security policies, license tracking, and asset management
• Occasionally lead small projects such as software rollouts, hardware refresh cycles, or system migrations
• Provide after-hours or on-call support for critical incidents when needed

Requirements

• 3–5+ years of experience in a help desk, technical support, or IT service desk role
• Advanced troubleshooting across Windows and macOS, plus networking fundamentals including TCP/IP, VPN, DNS, and DHCP
• Experience administering Active Directory, Office 365/Microsoft 365, and endpoint management tools (examples: SCCM, Intune, JAMF)
• Familiarity with ITIL/ITSM frameworks and ticketing systems
• Ability to mentor and guide junior/Tier 1 analysts, including reviewing tickets and coaching on complex issues
• Experience handling escalations and acting as a liaison between help desk and Tier 2/3 or engineering teams
• Strong understanding of ITIL processes including incident, problem, and change management
• Knowledge of security best practices, including password policies, phishing awareness, endpoint security, and basic compliance requirements
• Relevant certifications are often preferred or required: CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or similar
• Strong communication and documentation skills, including creating/updating SOPs and knowledge base content
• Project or process-improvement experience focused on driving root-cause fixes rather than only resolving tickets
• Some roles require scripting/automation experience for routine task automation (examples: PowerShell, basic Python)
• Bachelor’s degree in IT, Computer Science, or equivalent work experience (often substitutable)
• On-call or after-hours availability may be required
• Familiarity with basic server administration, print/imaging systems, and mobile device management
• Exposure to automation tooling and scripting such as PowerShell, batch scripts, or basic Python
• Root-cause analysis ability for ambiguous or multi-layered issues, with a habit of seeking systemic fixes
• Clear, patient communication with technical and non-technical staff, plus the ability to translate technical issues into plain language for stakeholders
• Ability to prioritize and manage multiple tickets/incidents simultaneously under SLA pressure, with attention to detail in documentation and asset tracking
• Customer-service mindset with patience and empathy, and adaptability when priorities or tools change

Location

• Doral, FL (onsite)

Technologies

• Active Directory
• Office 365, Microsoft 365, Microsoft 365 administration
• Intune
• SCCM
• JAMF
• TCP/IP, VPN, DNS, DHCP
• ITIL, ITSM
• PowerShell, Python, batch scripts
• CompTIA A+, CompTIA Network+, CompTIA Security+
• ITIL Foundation
• Microsoft Certified: Modern Desktop Administrator
• Incident, problem, change management