IT Helpdesk Analyst II

SUMMARY The IT Helpdesk Analyst II will support the company's use of personal computers, laptops, mobile devices, network connectivity, printing equipment - including all related hardware and software. Ideal candidates are organized, motivated, goal oriented, familiar with PC\Telecom hardware and software troubleshooting and problem diagnostics. Requires strong communication and interpersonal skills. Excellent writing skills are required for the development of clear and well-documented procedures. ESSENTIAL DESKTOP DUTIES AND RESPONSIBILITIES Upgrade or deploy desktops, laptops, software, and peripheral equipment in accordance with the approved hardware and software list Setup and maintain company issued and BYOD phones including MDM Management Identify problems, conduct research, isolate issues and provide solutions to software, hardware and telecommunications problems Support users locally and remotely using remote software. Provide Level 2 Helpdesk support such as advanced troubleshooting of computer issues both software and hardware, network troubleshooting, and documentation/knowledge sharing Track inventory of hardware and software as required Provide primary weekend support on-call duty every four to five weeks Provide verbal and written weekly status reports to manager Provide excellent customer service; make sure calls and tickets are attended to in a prompt fashion Manage user account information, including rights, security and systems groups Track all incidents and service requests in helpdesk ticketing system and meet expected SLAs for such requests Effective at working on multiple projects simultaneously in a fast-paced environment, keeping stakeholders and customers up to date whilst adhering to tight deadlines. Embrace ongoing education and learn/apply new skills and software applications. Perform other job duties as assigned At all times follow and adhere to the company's security policies including remediation and identification of security threats Act as the primary technical escalation point for Tier 1 support team members, providing guidance, training, and documentation on complex resolutions Conduct independent root-cause analysis on recurring technical incidents and collaborate with IT infrastructure teams to implement permanent systemic fixes Proactively identify inefficiencies in current desktop deployment workflows and recommend automation or process optimizations to management Manage relationships and coordinate directly with external hardware and software vendors to resolve complex engineering or warranty escalations QUALIFICATIONS/REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Completion of valid specialized IT Certification that is not expired (eg: Microsoft 365 Certified: Modern Desktop Administrator Associate) or within 12 months if not currently certified Minimum 4 years PC support experience in Windows Professional environments Ability to troubleshoot Dell, HP, Apple PC/MAC/Laptop hardware to component level Active Directory/Entra ID Knowledge iOS and MDM knowledge PC imaging and migration knowledge Knowledge and experience of: 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 knowledge a plus. Knowledge and experience of printer products and the ability to configure and troubleshoot printer network devices Knowledge of Intune is a plus Experience working in mission critical support environment Solid customer service and phone skills essential Valid California driver's license with a clean driving record Ability to operate with a high degree of independence under limited day-to-day supervision PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk, sit, stoop, kneel, crouch, climb, crawl, and use hands to finger, handle, or feel. The employee must frequently lift and/or move up to 75 pounds.