IT Helpdesk Analyst II

Provide front-line IT helpdesk support for hardware, software, and identity-related issues in a hybrid environment.

Responsibilities

• Answer technical requests via phone, email, chat, remote sessions, or in person.
• Troubleshoot and resolve issues across desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose operating system errors, application problems, and network connectivity concerns.
• Deliver high-touch, professional customer service to users at all levels, including VIP support.
• Guide users through step-by-step resolutions to improve self-service and independence.
• Log, categorize, and prioritize all tickets in the organization ITSM platform.
• Review call and ticket history to identify recurring issues or trends.
• Escalate unresolved or complex incidents to Tier 2/Tier 3 teams with detailed documentation.
• Handle identity support tasks including password resets and account unlocks.
• Manage basic provisioning and deprovisioning activities across identity systems.
• Support onboarding and offboarding, including device preparation and account setup.
• Provide AV support for conference rooms.
• Install, configure, and update operating systems and approved software.
• Support endpoint management using Intune and Autopilot.
• Maintain antivirus, security agents, and related compliance configurations.
• Create and maintain knowledge base articles, user guides, and troubleshooting documentation.
• Help improve helpdesk workflows to strengthen service quality.
• Ensure ticket documentation is complete, accurate, and auditable.

Requirements

• US citizen requirement.
• Clearance: none (Minimum Required Qualifications).
  Preferred: ability to obtain.
• Education: Bachelor's Degree.
  Preferred: Bachelor's Degree.
• Experience: 4-6 years.
  Minimum required experience: 4 years.
• Certifications: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals, or MD-102 (minimum set listed).
  Preferred: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals, or MD-102.
• Proficiency with operating systems.
• Networking fundamentals.
• Hardware and software troubleshooting.
• Remote tools support.
• Identity and user management.
• Ticketing and service management.
• Basic scripting and automation.
• Microsoft 365.

Technologies

• CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals, MD-102
• Microsoft 365
• Intune, Autopilot
• ITSM platform
• Identity systems
• Endpoint management tools

Benefits

• Medical, Dental, Vision
• Life insurance
• Tricare supplement
• Short-term disability, Long-term disability
• 401(k) match
• Flexible spending accounts, Health savings accounts
• Employee assistance program
• Learning and development benefit
• Paid time off, Holidays

Location and Additional Details

• Wakefield, MA (hybrid) (also listed: Lincoln, MA)
• Travel: 10%
• Work model: Hybrid
• Tag: #LI-MP1
• Salary: USD 60,000 - 65,000 per year

Note: This position is filled through continuous recruitment and will remain open until a sufficient pool of applications has been received.