Help Desk Analyst II

This is an excellent opportunity to work with cutting-edge tools and systems while delivering exceptional service to end users.

Responsibilities:

• Provide Level 2 technical support during peak request periods, resolving advanced help desk tickets efficiently.
• Escalate unresolved incidents to appropriate technicians or vendors, including detailed documentation of the issue.
• Utilize remote diagnostic tools to troubleshoot and resolve technical issues effectively.
• Manage and deploy applications, updates, and policies using Microsoft Intune to ensure device optimization and security.
• Administer and enhance ServiceNow workflows, managing incidents and automating service requests to improve efficiency.
• Oversee the deployment and maintenance of operating system images using Microsoft Deployment Toolkit and Microsoft Autopilot.
• Administer Microsoft 365 services, including user and license management, security policies, and tools like Exchange, Teams, and SharePoint.
• Deliver courteous and effective service desk support, ensuring user satisfaction by resolving issues promptly.
• Install, configure, and test new workstations, peripherals, and software for seamless user onboarding.
• Maintain accurate records of equipment, software, and licenses using inventory tracking software.