Job Description
Job DescriptionWe are looking for a skilled and motivated Help Desk Analyst II to join our team in King of Prussia, Pennsylvania. In this contract-to-permanent position, you will provide technical support for end users and ensure the functionality and security of hardware, software, and peripherals within our organization. If you excel in troubleshooting, have a proactive approach to problem-solving, and enjoy working in a fast-paced environment, we encourage you to apply.
Responsibilities:
• Manage helpdesk tickets, prioritize tasks, and resolve incidents efficiently.
• Deliver both onsite and remote technical assistance for end users, including support for hardware, software, and peripherals.
• Offer guidance and troubleshooting for Office 365 applications to enhance user experience.
• Ensure all systems meet security and patch requirements, including antivirus and web filtering compliance.
• Set up and support audio-visual systems in corporate environments.
• Maintain accurate asset management records for mobile devices, desktops, and laptops.
• Configure and troubleshoot network issues in Windows, Apple, and Citrix environments, including wired and wireless setups.
• Collaborate with vendors, such as internet service providers and audio/video contractors, to manage services effectively.
• Document procedures, system changes, and resolutions in the helpdesk ticketing system to maintain accurate records.
• Participate in project tasks and provide suggestions to improve processes and workflows.• Proficiency in Active Directory and Windows Server 2012 R2.
• Associate’s degree or technical certification, or a minimum of 3 years’ experience in technical support.
• Microsoft certification and strong understanding of PC hardware.
• Hands-on experience with ServiceNow or similar cloud-based helpdesk systems.
• Familiarity with remote troubleshooting tools such as Zoho, Intune, or Azure.
• Strong organizational and time management skills.
• Ability to work under pressure and adapt to changing priorities.
• Excellent problem-solving skills and initiative to think creatively.