Helpdesk Analyst

Overview

JOB DETAILS
• IT Support Analyst II (Help Desk / End-User Support)

Love solving problems? Enjoy helping people? Want to level up your IT career?

We’re looking for a Level II IT Support Analyst who thrives in a fast-paced environment, enjoys hands-on troubleshooting, and wants to make technology easier (and less frustrating) for real people.

You’ll be a key player on our Help Desk team—supporting end users, tackling more complex technical issues, and acting as a go-to expert for several systems. If you like variety, learning new tech, and being trusted to solve problems end-to-end, this role is for you.

• Be the next line of support for issues escalated from Level I Help Desk teammates
• Provide real-time support via phone, email, tickets, and in-person help
• Troubleshoot, triage, and resolve technical issues—fast, clearly, and with empathy
• Own your tickets from start to finish and document solutions so everyone learns
• Help create and improve how-to guides and support processes for the team
• Balance daily ticket volume with deeper problem-solving and project work
• Step in as coverage when teammates need support—because teamwork matters

On a typical day, you’ll handle 30–45 support requests
, mixing quick wins with more complex technical challenges.

• You’re not just fixing problems—you’re improving the user experience
• You’ll act as a Subject Matter Expert for multiple systems
• You’ll get exposure to projects, system improvements, and higher-level troubleshooting
• You’ll work in an environment that values innovation, learning, and continuous improvement

• Incident intake, logging, classification, prioritization, and escalation
• Communicating clearly with users and IT partners on progress and resolution
• Identifying workarounds and permanent fixes
• Supporting project implementations and system upgrades
• Escalating issues appropriately when deeper expertise is needed

• Associate’s degree in IT, Computer Science, Networking, or related field (preferred)
• OR equivalent hands-on experience
• 2–5 years of IT support experience (healthcare experience is a plus)

• CompTIA A+
• HDI
• Network+

• Strong troubleshooting and logical problem-solving skills
• Confident providing support in person, over the phone, and in writing
• Comfortable juggling multiple requests without losing attention to detail
• Curious mindset—you enjoy learning new systems and technologies
• Professional, positive, and team-oriented
• Adaptable in a fast-changing technical environment

You should have solid experience in at least two of the following:

• Microsoft Active Directory (Users & Computers)
• Remote Desktop Services / Terminal Services
• Thin client setup, management, and troubleshooting
• Specialized PC and device configuration
• Wireless network monitoring and troubleshooting
• Microsoft Group Policy
• Application and desktop deployment tools

We’re especially excited about candidates who actively seek out learning
, whether through hands-on experience, online courses, or certifications.

• You’ll have real ownership over your work
• Your ideas for improving systems and processes will be heard
• You’ll grow your technical skills while making a meaningful impact
• You’ll help people have better, less frustrating days with technology

• Competitive Wages
• Elite Low Cost Gold Plan Blue Cross Blue Shield Health Insurance
• Dental Insurance, Life Insurance, Vision Insurance
• 401K with company match
• Paid Holidays and Paid Vacation

Job  #: 489670ee-e9d0-40cf-92f3-1

Date Posted: