Help Desk Analyst II

Job Description

Job Description

We are looking for a skilled Help Desk Analyst II to provide advanced technical support and ensure the smooth operation of IT systems for a non-profit organization in Nixon, Nevada. This Contract-to-permanent position requires an individual who excels at troubleshooting, resolving escalated issues, and delivering exceptional service to end-users. The ideal candidate will have experience working with servers, networks, and user environments while contributing to process improvements.

Responsibilities :

• Provide advanced technical assistance for Windows and Linux servers, including maintenance, patching, and resolving system issues.
• Manage and support virtual environments using platforms such as VMware or Hyper-V.
• Administer and maintain Active Directory, handling user accounts, permissions, and group policies.
• Diagnose and resolve problems with network connectivity, printers, and other hardware.
• Configure and support Office 365 applications, ensuring seamless user access and functionality.
• Address escalated issues from Tier I support staff and ensure timely resolution of service requests.
• Document solutions, updates, and processes to improve overall efficiency.
• Collaborate with team members to identify and implement system improvements.
• Provide excellent customer service in both remote and on-site environments.
• Minimum of 3 years' experience in IT support, including Tier II help desk or system administration roles.
• Proficient in managing Windows environments, with preferred experience in Linux.
• Hands-on experience with VMware or similar virtualization software.
• Solid understanding of networking concepts and troubleshooting.
• Expertise in Office 365 administration and support.
• Strong communication and interpersonal skills to deliver exceptional customer service.
• Ability to prioritize tasks effectively and work in a dynamic environment.
• Familiarity with service desk ticketing systems and basic troubleshooting techniques.