IT Help Desk Analyst II

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities.

Job Summary

A Help Desk Analyst II provides advanced technical support to end-users by diagnosing and resolving hardware, software, and network issues. This role involves handling escalated tickets, ensuring timely resolution, and maintaining high customer satisfaction. Analysts are responsible for documenting solutions, updating knowledge bases, and adhering to service-level agreements (SLAs). They also assist with system upgrades, troubleshoot complex problems, and may mentor junior team members. Strong communication skills, problem-solving abilities, and proficiency in common IT tools and platforms are essential for success in this position.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Provide advanced technical support and resolve escalated IT issues in accordance with Service Level Agreements (SLAs).

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.

• Manage Active Directory accounts, permissions, group policies and support and troubleshoot Windows 11 desktop environments and related hardware.

• Deliver expertise and guidance on Office 365 applications to end users.

• Conduct site visits, including out-of-state, when necessary, to provide on-site technical support

Additional Responsibilities

• Perform full hardware and software lifecycle management, including deployment, updates, repairs, and retirement.

• Install, configure, and maintain desktop applications, operating systems, and related hardware for endusers.

• Monitor system performance to proactively identify and resolve potential issues before they impact users.

• Assist with infrastructure tasks involving servers, networks, VMware, SharePoint, and mobile device security.

• Support onboarding and offboarding processes by managing account setup, access permissions, and compliance with security policies.

• Document technical procedures, troubleshooting steps, and maintain accurate hardware/software inventory records.

• Provide remote and onsite technical support, escalating unresolved issues to higherlevel teams or vendors as needed.

• Participate in IT projects and initiatives, deliver enduser training, and analyze help desk metrics to drive service improvements.

• Other related responsibilities as assigned.

Qualifications: Education, Experience and Certification(s)

• Associate or bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).

• 2-4 years of experience in IT support or help desk environment, with exposure to Tier 2 troubleshooting.

• CompTIA A+, CompTIA Network+ and CompTIA Security+ certifications are preferred.

Knowledge, Skills and Abilities

• Strong knowledge of advanced computer hardware, with expertise in installation and troubleshooting

• Experienced in supporting desktop operating systems, specifically Windows 11

• Extensive background in application support for Microsoft Office 365

• Proficient in Active Directory administration, including user account management, group policies, and access control

• Expertise in Microsoft Azure for cloud services, user management, and troubleshooting within enterprise environments

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills.

• Ability to conduct research into a wide range of computing issues is required.

• Ability to absorb and retain information quickly. Ability to present ideas in user-friendly, business-friendly and technical language.

• Highly self-motivated and directed. Keen attention to detail.

• Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.

Physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift or move office products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. 40-hour on-site work week. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.

What We Offer - for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person's race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information