IT Helpdesk Analyst II

Support role providing Level 2 helpdesk, desktop/mobile device support, and technical escalation for end users.

Responsibilities

• Upgrade and deploy desktops, laptops, software, and peripheral equipment following the approved hardware and software list
• Set up and maintain company issued phones and BYOD phones, including MDM management
• Troubleshoot software, hardware, and telecommunications issues by identifying problems, researching causes, isolating issues, and delivering solutions
• Provide support to users locally and remotely using remote support software
• Deliver Level 2 helpdesk coverage including advanced troubleshooting across software and hardware, and network troubleshooting with documentation and knowledge sharing
• Track hardware and software inventory as required
• Provide primary weekend support on-call duty every four to five weeks
• Submit verbal and written weekly status reports to the manager
• Provide excellent customer service and ensure calls and tickets are handled promptly
• Manage user account information, including rights, security, and systems groups
• Log and track all incidents and service requests in the helpdesk ticketing system and meet expected SLAs
• Manage multiple projects in a fast-paced environment, keeping stakeholders and customers updated while meeting tight deadlines
• Participate in ongoing education and apply new skills and software applications
• Follow and adhere to company security policies, including identifying security threats and performing remediation
• Act as the primary technical escalation point for Tier 1 support, providing guidance, training, and documentation for complex resolutions
• Conduct independent root-cause analysis for recurring incidents and collaborate with IT infrastructure teams to implement permanent systemic fixes
• Identify inefficiencies in desktop deployment workflows and recommend automation or process improvements
• Coordinate with external hardware and software vendors to resolve complex engineering or warranty escalations
• Perform other duties as assigned

Requirements

• Valid specialized IT Certification that is not expired (example: Microsoft 365 Certified: Modern Desktop Administrator Associate) or certification within the last 12 months if not currently certified
• Minimum 4 years of PC support experience in Windows Professional environments
• Ability to troubleshoot Dell, HP, and Apple PC hardware to component level
• Active Directory / Entra ID knowledge
• iOS and MDM knowledge
• Knowledge of PC imaging and migration
• Knowledge and experience with: Microsoft Windows 11, Microsoft Office Suite (Teams, OneDrive, SharePoint), Microsoft Exchange/Outlook, Chrome, Adobe products, RMM tools, anti-virus solutions, helpdesk ticketing systems, and VPN software
• Lucidchart/Visio and AutoCad/Bluebeam experience (Smartsheet knowledge is a plus)
• Printer products knowledge, including ability to configure and troubleshoot printer network devices
• Knowledge and experience with Intune is a plus
• Experience working in a mission-critical support environment
• Solid customer service and phone skills
• Valid California driver’s license with a clean driving record
• Ability to work independently with limited day-to-day supervision

Technologies

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Windows 11
• Microsoft Office Suite (Teams, OneDrive, SharePoint)
• Microsoft Exchange/Outlook
• Chrome
• Adobe products
• RMM tools
• Anti-virus solutions
• Helpdesk ticketing systems
• VPN software
• Lucidchart/Visio
• AutoCad/Bluebeam
• Smartsheet
• Active Directory
• Entra ID
• iOS
• MDM
• Intune
• PC imaging
• PC migration
• MDM Management
• Dell, HP, Apple PC/MAC/Laptop
• Printer network devices
• Android

Benefits

• Paid Personal Time Off (PTO) and six paid holidays
• Employer-subsidized health, dental, and vision insurance
• 401(k) plan with employer match
• Company-paid life insurance, short-term disability, and long-term disability coverage
• Employee Assistance Program

Physical Demands

• Regularly required to talk or hear
• Frequently required to walk, sit, stoop, kneel, crouch, climb, crawl, and use hands to finger, handle, or feel
• Frequently required to lift and/or move up to 75 pounds