As the Help Desk Analyst II, you will provide front-line end user support and desktop assistance to both our field and corporate offices. You will be responsible for responding to a variety of support requests such as technical troubleshooting, installs, system virus protection, workstation builds, and many more. In addition, you will provide support and training for a variety of technologies and work with departments to gather an understanding of their specific IT needs.

Responsibilities:

• Provide Tier II front-line end user support and desktop assistance for field and corporate offices.
• Install operating systems and software; patch systems and protect against viruses/malware.
• Install, configure, and troubleshoot devices; utilize IT tools for remote management of desktops and laptops, track inventory, push patches and upgrades.
• Effectively document, triage, resolve, assign, and follow up on client support tickets.
• Work on project teams to support the selection, design, configuration, and deployment of IT services to the end-user community.
• Provide proactive consultation with client departments on a range of technology.
• Test, evaluate, and make recommendations on emerging technologies and end-user computing solutions (hardware, OS, software, printing, etc.).
• Create and update end-user and internal documentation in IT knowledge base system.
• Create/deliver internal cross-training/end-user training on a variety of technology support or IT service topics.

Requirements:

• 2 years of experience in the direct delivery of IT support services.
• Strong technical skills with Microsoft Windows (all versions), MS Office Suite, email and web clients, antivirus software, and imaging software.
• Experience troubleshooting peripherals (printers, scanners) and mobile devices.
• Experience using remote desktop management tools, knowledge of desktop security and standards (security/networking), local area networks and network administration.
• Experience with Endpoint Systems Management (e.g LANDesk, BigFix Tivoli, Altiris, MS SCCM, Kace, etc.).
• Strong organizational and time management skills including the ability to multi-task, prioritize, and individually manage a changing workload and schedule.
• MCDST, A+, Network +, CCNA or other industry standard certifications highly preferred.
• Experience with IMAP, LDAP, Microsoft ActiveSync, Active Directory and group policies, data recovery tools, Microsoft Exchange, patch management solutions, backup strategies, WINS, DHCP, DNS, and TCP/IP.

For more information, please send your resume.