Senior IT Help Desk Analyst

Summary

Senior IT Help Desk Analyst serves as a Tier II point of escalation for technical and procedural guidance for Tier I analysts, in addition to supporting Infrastructure teams with projects and incident response efforts.

In our network heavy environment with complex data volumes, a large physical facility footprint, and a sizable remote workforce, this role delivers fast, friendly and effective technical assistance to keep employees productive and minimize downtime.

Essential Duties and Responsibilities

• Provides Tier II technical support for hardware, software, network connectivity, and application issues.
• Acts as a point of escalation for the Help Desk Tier I Analysts, provides training, coaching and guidance as needed.
• Escalates unresolved or advanced issues to the Systems Administrator or Network & Security Administrator with clear documentation and follow-up.
• Conducts informal one-on-one or small-group training for users on new tools, security best practices, and standard procedures.
• Assists with the implementation of IT projects and initiatives, develops project plans and manages through completion.
• Develops and maintains comprehensive technical documentation and processes for the team.
• Participates in Employee Onboarding/Offboarding Tasks, including account provisioning, workstation and peripheral setups.
• Supports mobile device enrollment, configuration, and troubleshooting through MDM tools (e.g., Intune).
• Assists with installation, updates, and basic configuration of approved software and applications.
• Receives, logs, prioritizes, and resolves help desk tickets via phone, email, chat, Teams, and in-person requests.
• Performs password resets, account unlocks, and basic Active Directory / Entra ID user management.
• Guides users through VPN connections, remote desktop access, and secure file-sharing procedures.
• Troubleshoots and supports communication devices including conference room AV equipment.
• Delivers remote assistance to off-site locations and remote workers using tools like Bomgar.
• Provides on-site support to local satellite offices as needed.
• Documents all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing.
• Participates in after-hours on-call rotation (as scheduled) for urgent production or remote-user issues.
• Assists with IT compliance, audit readiness, and security maintenance efforts.
• Maintains accurate records of IT service work and asset management.
• Contributes to a positive work environment through professional, productive communication and effective working relationships, while delivering consistent, responsive, and high-quality customer experience in all interactions with customers, clients, co-workers, and management.
• Maintains regular attendance including being at work, being on time to work and working full shifts.
• Other duties may be assigned.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Greenpoint Core Competencies

• Adaptability - Adapts to changes in the work environment, manages competing demands, and accepts constructive criticism/feedback and changes approach or method to best fit the situation.
• Communications - Expresses ideas and thoughts effectively in verbal and written form, exhibits good listening and comprehension, keeps others informed and uses appropriate communication methods.
• Dependability - Responds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable attendance.
• Initiative - Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, and takes calculated risks to accomplish goals.
• Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, and puts success of team above own interests.
• Work Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality.

Job Core Competencies

• Customer Service - Displays courtesy and sensitivity, manages difficult or emotional customer situations, meets commitments, responds promptly to customer needs, solicits customer feedback to improve service.
• Judgment - Displays willingness to make decisions, exhibits sound and accurate judgment, supports, and explains reasoning for decisions, includes appropriate people in decision-making process, makes timely decisions.
• Problem Solving-Identifies problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, works well in group problem solving situations.
• Self-Management - Regulates impact of own emotions upon others, remains focused and energized under stress, accepts criticism and recovers quickly from setbacks, projects realistic self-confidence in abilities.

Summary of Education, Experience & Certification

Associate's degree (AA) in Information Technology or equivalent and 5 years of related experience; or equivalent combination of education and experience.

Employees working on programs subject to International Traffic in Arms Regulations must qualify as a US Person which is defined as a US Citizen, a Permanent Resident who does not work for a foreign company/foreign government/foreign governmental agency or organization, or a political asylee for legal compliance purposes.

Required Knowledge, Skills & Abilities

• Experience Administering Active Directory Users, Groups and Computers in Windows Server 2024.
• Experience troubleshooting and maintaining Microsoft Outlook client.
• Experience supporting Microsoft 365 applications.
• Demonstrated experience with Windows 11.
• Experience with Cyber-security/major incident response strongly preferred.
• Strong customer service background and technical writing skills.
• Understanding of Agile project management principles.
• Strong understanding of ITIL Foundations, i.e. Incident and Change Management.
• Excellent analytical and problem-solving skills with the ability to conduct research and root cause analysis.
• Ability to communicate well in person, email, and telephone.
• Ability to work effectively in a highly organized manner and be detail oriented.
• Ability to work well independently and cross-functionally as part of an established and growing team.
• Ability to ensure effective follow-up and follow-through.
• Highly self-motivated and customer-service focused.
• Ability to read, analyze, and interpret technical documents.
• Ability to effectively present information and respond to questions within all levels of an organization.
• Ability to sit for extended periods of time, use hands to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and have close/color vision ability to adjust focus.
• Valid driver license required.
• Ability to travel as required.
• Ability to work overtime as required.

The expected WA salary range for this position is between $56,000.00 - $77,000.00. Actual compensation will be determined based on experience, education, location, and other factors permitted by law. Our suite of comprehensive benefits include: healthcare (medical, dental & vision), life insurance, paid time off, and a 401(k) savings plan with company match.

About Greenpoint Technologies 

Greenpoint delivers nose-to-tail VIP Jet aircraft interiors for private clients and Heads-of-State.  We are proud to be known in the aerospace industry for our design and engineering innovation, award-winning company culture, and on-time delivery of our beautiful products. We use leading-edge tools and employee-built processes to deliver extraordinary, one-of-a-kind custom aircraft interiors.  It's complex work, but we work smart.  In return for hard work, collaboration, and creativity, our people experience a culture custom built for high achievers:

• Big jobs and stretch assignments.
• High accountability environment, with transparent decisions aligned to values, open communication, and engaged leadership.
• Ability to make a big, visible impact on the end product. 

We welcome diverse contributions and provide equal employment opportunities to all individuals without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.