IT Helpdesk Analyst II

Odyssey Consulting is hiring an IT Helpdesk Analyst II to deliver front-line, high-touch technical support for end users in a fast-paced, hybrid environment. This role is built for people who enjoy helping others while keeping incidents moving, with support tools and documentation practices that help teams resolve issues quickly and consistently.

Location: Wakefield, MA (hybrid) or Lincoln, MA
Travel: 10%
Salary: USD 60,000 - 65,000 per yearly

Responsibilities

• Handle technical inquiries through phone, email, chat, remote sessions, or in person.
• Diagnose and resolve hardware and software issues across desktops, laptops, mobile devices, printers, and other peripherals.
• Troubleshoot operating system errors, application problems, and network connectivity issues.
• Provide professional, high-touch support to users at all levels, including VIPs.
• Guide users through step-by-step fixes to increase self-sufficiency.
• Log, categorize, and prioritize all support tickets in the organization’s ITSM platform.
• Review call and ticket logs to spot recurring issues and emerging trends.
• Escalate unresolved or complex items to Tier 2/Tier 3 teams with clear, detailed documentation.
• Perform password resets, unlock user accounts, and support basic provisioning and deprovisioning across identity systems.
• Support onboarding and offboarding workflows, including device preparation and account setup.
• Provide AV support for conference rooms.
• Install, configure, and update operating systems and approved software.
• Support endpoint management tools such as Intune and Autopilot.
• Maintain antivirus, security agents, and compliance-related configurations.
• Create and maintain knowledge base articles, user guides, and troubleshooting documentation.
• Contribute to improving helpdesk workflows and service quality.
• Ensure ticket notes and documentation are complete, accurate, and auditable.

Requirements

• Must be a US citizen.
• Bachelor’s Degree.
• 4-6 years of experience.
• CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.
• Ability to obtain (as stated in the posting).

Tools & Technologies

• Intune
• Autopilot
• Microsoft 365
• CompTIA A+
• CompTIA Network+
• MD-102

Benefits

• Medical, dental, and vision coverage
• Life insurance
• Tricare supplement
• Short-term disability and long-term disability
• 401(k) match
• Flexible spending accounts
• Health savings accounts
• Employee assistance program
• Learning and development benefit
• Paid time off and holidays
• Odyssey Benefits

Note on compensation and hiring: Final compensation depends on factors such as Federal Government contract labor categories and contract wage rates, relevant experience, skills and competencies, geographic location, education, and certifications. This position is filled through continuous recruitment and remains open until a sufficient pool of applications has been received.