Help Desk Analyst II

Job Functions:

User Support / Help Desk

• Provide Tier 1-2 support for employee technical issues.
• Resolve login, printing, connectivity, and system performance problems.
• Document issues, resolutions, and follow‑ups in ticketing systems.
• Active Directory knowledge - user/group management: creating/disabling accounts, resetting passwords, unlocking accounts, and managing group memberships.
• Assist with basic network diagnosis (IP/DNS/DHCP issues)
• Troubleshoot wired and wireless network issues.
• Support VPN connections and remote access configurations.
• Apply updates, patches, and company security standards.
• Support malware and virus detection and removal.
• Maintain accurate records of hardware, software, and repairs.
• Communicate clearly and effectively with non‑technical users.
• Escalate advanced issues to senior engineers when needed.
• Provide timely, friendly service to minimize operational downtime.
• A 24/7 rotating on-call schedule is maintained.

Hardware Support and Maintenance

• Install, configure, and troubleshoot desktop and laptop systems.
• Perform component repairs and upgrades (memory, storage, peripherals)
• Troubleshoot and fix PC, laptop, printer, and copier hardware problems.
• Track equipment through its lifecycle (deployment → retirement)
• Build, configure, and deploy PCs using imaging tools.

Software Installation & Troubleshooting

• Install Windows operating systems and company‑approved applications.
• Resolve software errors, conflicts, and performance issues.
• Support endpoint security tools, Windows updates, and patching.

Required Competencies:

• Judgment and initiative necessary in setting priorities, meeting deadlines and maintaining program requirements. Suggest new policies and procedures to improve value and efficiency within the Safety Management System.
• Frequent personal and telephone contact with others

Education & Experience:

Required:

• Associate degree in IT, Customer Service or related discipline
• 3-5 years of experience in IT support or PC repair
• Strong understanding of Windows OS, hardware components, and troubleshooting
• Basic knowledge of networks (TCP/IP, wireless, VPN)
• Ability to lift and move computer equipment as needed.
• Excellent communication and customer service skills
• Minimal travel requirements may be necessary.

Preferred

• Active Directory management
• Experience with imaging tools (SCCM)
• Knowledge of Microsoft 365 environment
• Basic iSeries knowledge
• CompTIA A+ or equivalent certification

Supervisory Responsibilities:

None

Work Environment, Physical Demands & Travel:

• Occasional travel required.
• Majority of time spent at low physical activity level, i.e., sitting.
• Occasional standing, walking, movement required.

Disclaimer: The above information indicates the general nature and level of work performed by employees within this classification. It is not a comprehensive inventory of duties and/or responsibilities