Help Desk Analyst - II - Boca Raton

Job Overview

We are seeking a highly skilled Help Desk Analyst - II to join our client's dynamic IT support team.

This position requires someone who can immediately troubleshoot Microsoft 365, Active Directory, Windows endpoints, networking, and end-user issues with minimal ramp-up.

Hours

• 8:00 a.m. - 5:00 p.m. M-F with potential for on-call weekends

• 65-70k

Duties

• Provide advanced technical support to end-users via phone, email, and remote tools, addressing issues related to hardware, software, and network connectivity.

• Troubleshoot and resolve equipment malfunctions, including desktops, laptops, mobile devices, printers, and peripherals.

• Diagnose and resolve software problems

• Manage user accounts and permissions within Active Directory and other identity management systems.

• Support network troubleshooting activities involving TCP/IP protocols, DNS configurations, VPN access, firewall settings, LAN/WAN connectivity, and network security measures like Meraki.

• Utilize ticketing systems such as ServiceNow or BMC Remedy to document incidents accurately and track resolution progress.

Skills

• Proven experience in technical support roles with a focus on IT support and help desk functions.

• Strong knowledge of computer hardware components and troubleshooting techniques.

• Proficiency in Windows 365 environment.

• Expertise in computer networking concepts including TCP/IP, DNS, VPNs, firewalls, LAN/WAN architecture.

• Familiarity with Active Directory management for user account provisioning and security policies.

• Ability to manage customer support tickets efficiently.

• Skilled in analyzing complex technical issues quickly to identify root causes.

• Excellent communication skills to convey technical information clearly to non-technical users.

• Ability to work independently while collaborating effectively within a team environment.

This position is contingent on a background check