Help Desk Analyst II

• Deliver technical support for Windows PCs, Macs, laptops, and mobile devices by resolving hardware, software, operating system, account, and configuration issues
• Prepare and maintain standardized device builds for Windows and macOS systems, including image creation, configuration updates, and deployment support
• Administer and support Microsoft 365 services by assisting with user setup, license management, Intune administration, and collaboration platforms such as Teams and Zoom
• Assist with endpoint security efforts by supporting antivirus tools, patch compliance, device protection measures, and enforcement of established security settings
• Configure and manage mobile devices using Intune or similar management platforms, including provisioning, policy application, compliance monitoring, and asset tracking
• Troubleshoot and maintain workplace technology such as printers, copiers, and video conferencing equipment to minimize interruptions for end users
• Respond to incidents and service requests through both onsite and remote support, record all work in the ticketing system, escalate complex issues appropriately, and keep users informed throughout resolution
• Support backup and recovery activities for endpoint devices while following established data retention and protection standards
• Contribute to hardware and software purchasing activities by helping identify technology needs and supporting procurement requests

• Demonstrated experience supporting PC and Mac hardware and software in a business setting, including installation, configuration, troubleshooting, and maintenance
• Working knowledge of endpoint security practices, patch management, antivirus tools, and mobile device management concepts
• Experience using a service desk or ticketing platform to log incidents, track requests, document troubleshooting steps, and record final resolutions
• Familiarity with Microsoft 365 administration, Active Directory or Entra ID, Intune, and collaboration technologies used in modern office environments
• Associate degree or bachelor’s degree in an IT-related discipline, or equivalent hands-on technical support experience
• Strong customer service skills with the ability to communicate technical information clearly to non-technical users
• Solid analytical and problem-solving abilities, with a dependable and proactive approach to completing assigned work

Relevant certifications such as CompTIA A+, Network+, or Microsoft 365 desktop support credentials are a plus

• Medical, vision, dental, and life and disability insurance
• Enrollment in company 401(k) plan