Job Description
Job Description
We are looking for a skilled Help Desk Analyst II to join our team in Jacksonville, Florida. In this Contract-to-permanent position, you will play a pivotal role in delivering advanced technical support, managing IT systems, and enhancing overall user experience. This opportunity is ideal for professionals with a strong background in IT support and a passion for problem-solving.
Responsibilities:
• Provide high-level technical support by resolving complex hardware, software, networking, and system-related issues.
• Manage and monitor help desk systems, ensuring timely resolution of tickets and escalating only when necessary.
• Assist in the administration and maintenance of Microsoft environments, including Active Directory, Office 365, Group Policy, and Intune.
• Oversee computer provisioning, lifecycle management, and IT inventory tracking to ensure compliance with organizational standards.
• Develop and update documentation for IT procedures, security protocols, and training materials.
• Facilitate employee onboarding and deliver user training to ensure seamless integration into IT systems.
• Collaborate with IT leadership to implement infrastructure upgrades, cloud initiatives, and enhanced security measures.
• Monitor and maintain IT systems to optimize performance and ensure security.
• Contribute innovative ideas to improve IT workflows, automation, and user satisfaction.
• Associate degree in Information Technology, Computer Science, or a related field.
• At least 3 years of IT support experience, demonstrating attention to detail and increasing levels of responsibility.
• Proficiency in managing Microsoft desktop/server environments, Office 365, and networking systems.
• Familiarity with cloud technologies like Azure and modern security practices.
• Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified credentials are highly valued.
• Advanced troubleshooting and problem-solving skills.
• Strong communication abilities to effectively explain technical concepts to non-technical staff.
• Ability to prioritize tasks, adapt to changing demands, and work independently or collaboratively.