Helpdesk Analyst II
Helpdesk Analyst II
Posted on :
11-04-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 55000 - 65000
Vacancy
1 Vacancy
Posted on :
11-04-2025
Job Description
PRIMARY FUNCTIONS
The Helpdesk Analyst II is responsible for providing frontline technical support to endusers ensuring smooth daily IT operations across the company. Responsibilities include setting up new users troubleshooting hardware and software issues resolving support tickets and escalating complex issues when necessary. This role supports both onsite and remote employees with a focus on delivering efficient internal customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Monitor and manage the helpdesk ticketing system to ensure timely response and resolution.
Provide firstlevel technical support for Windows OS Office 365 printers and networking issues.
Assist employees with password resets software installations and system access requests.
Manage and support Active Directory including user account administration permissions security settings and troubleshooting issues such as account lockouts password resets and group policy tasks ensuring compliance with company IT policies.
Deliver friendly professional and efficient IT support to all employees ensuring a seamless and positive user experience across the organization.
Assist with new hire onboarding including creating user accounts securing workstations setting up mobile devices and VPN access and providing initial IT training.
Support remote users through remote access tools phone and email to ensure seamless IT operations across locations.
Participate in IT infrastructure projects including system upgrades migrations and technology implementations.
Collaborate on process improvements such as automating workflows and enhancing ticketing systems.
Contribute to crossfunctional projects to integrate IT solutions and support organizational changes.
Create detailed documentation for IT projects including plans timelines and postimplementation reviews.
Assist in training for new system rollouts and IT changes.
Reimage PCs as needed to ensure software consistency and security compliance.
Maintain basic IT security practices including multifactor authentication (MFA) support and phishing awareness.
Ensure compliance with company IT policies and HIPAA security regulations.
Update and maintain the knowledge base with troubleshooting guides and solutions.
Document all support requests resolutions and recurring issues to identify trends.
Propose improvements to IT processes and assist with training endusers on best practices.
Escalate complex technical issues to higherlevel IT staff while ensuring proper documentation.
Work closely with other IT team members to resolve issues efficiently and enhance system performance.
Align with and adhere to Emergicons core values in all duties.
Other jobrelated duties as assigned.
EDUCATION AND EXPERIENCE
HS Diploma/GED required.
Minimum of an Associates degree in Information Technology Computer Science or a related field preferred.
Minimum of two 2 years of experience in IT support helpdesk or customer service required.
Certifications (CompTIA A ITIL Foundations) are a plus.
KNOWLEDGE SKILLS AND ABILITIES
Experience in healthcare or EMSrelated IT support is highly desirable.
Strong troubleshooting skills with Windows OS Microsoft Office 365 and basic networking.
Familiarity with ticketing systems (e.g. Jira Zendesk or similar tools).
Ability to support remote users via phone email and remote access tools.
High level of patience and customerfirst mindset.
Ability to multitask and prioritize support requests in a fastpaced environment.
Strong ability to explain technical issues to nontechnical users in a clear and professional manner.
Knowledge of basic scripting automation or IT process improvement is a plus.
Understanding of project management principles and ability to contribute to project planning and .
Basic knowledge of Active Directory management and troubleshooting.
Ability to handle diverse customer situations with patience and adapt communication styles based on customer preferences.
Stay updated on emerging technologies and industry best practices.
WORKING CONDITIONS
Work is primarily performed at a computer requiring extended periods of sitting or standing at a workstation. The role involves physical dexterity for setting up new workstations including lifting and carrying up to 50 lbs. as well as bending stooping and other movements necessary for equipment installation and maintenance.
WORK LOCATION AND SCHEDULE
Onsite role in Terrell TX (not a remote position).
Standard business hours 8 AM 5 PM MondayFriday) with occasional oncall support.
Emergicon requires satisfactory preemployment background check and drug screen.
EMERGICON LLC is an EEO employer M/F/Vets/Disabled
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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