Help Desk Analyst II

Kforce has a client in Boca Raton, FL that is seeking a Help Desk Analyst II.

Key Responsibilities:

• Work the IT support queue alongside Level 1 staff, responding to user requests via email, phone, and our ticketing system, while also taking on more complex tickets and escalations that require additional experience and troubleshooting depth
• Provide remote and hands-on support across our Windows and macOS environments, including hardware troubleshooting, software installation, peripheral and printer issues, and basic network connectivity problems
• Perform user account and access tasks in Active Directory and Microsoft 365, including password resets, account creation, group membership changes, mailbox configuration, and license assignments
• Support employee onboarding and offboarding, including account provisioning, device preparation, software installation, and account decommissioning
• Assist with end-user training, providing walkthroughs and guidance on company applications, tools, and IT processes for new hires and during the rollout of new systems
• Use our RMM platform (NinjaOne) to deploy software, push patches, run remote sessions, and assist with routine endpoint maintenance
• Monitor system reports and alerts, flagging deviations and escalating to higher-tier staff when appropriate
• Assist with small IT projects and rollouts, such as hardware refreshes and software deployments, under the direction of senior staff
• Provide guidance and knowledge sharing to Level 1 analysts, helping them grow into more complex troubleshooting work
• Maintain accurate documentation of common issues, resolutions, and changes, contributing to the IT knowledge base and asset management records