Analyst, Helpdesk II

Alcora Corporation; Florida; On-site; USD 42,000 - 62,000; Full time

Job summary

Alcora Corporation is seeking an Analyst, Helpdesk II to provide day-to-day IT support via phone, email, and chat from our Doral, FL office. You will resolve customer issues, escalate as needed, and contribute to knowledge base and SOP development.

Ideal candidates have 3–5+ years in a help desk or IT service desk, strong troubleshooting across operating systems, AD, and Office 365, and experience with endpoint management tools like Intune, SCCM, or JAMF.

Qualifications

• 3–5+ years in help desk or IT service desk roles.
• Advanced troubleshooting across Windows/macOS, networking, and enterprise apps.
• Experience with Active Directory, Office 365 administration, and endpoint management tools.

Responsibilities

• Serve as escalation point for complex issues from Tier 1.
• Audit tickets for quality, SLAs, and accuracy.

Skills

Windows/macOS fundamentals

Active Directory

Office 365 / M365 management

Networking basics

Scripting (PowerShell/Python)

Ticketing & ITIL

Education

Bachelor's in IT/CS or equivalent

Tools

Intune

SCCM

JAMF

PowerShell

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Analyst, Helpdesk II

Full Time IT Doral, FL, US

5 days ago Requisition ID: 1070

Title: Analyst, Helpdesk II

Department: IT

Position Summary:

The Help Desk Analyst provides resolutions of the reported customer issues and handles day-to-day customer requests via phone, email, and computer chat.

Responsibilities:

• Serving as the escalation point for complex or unresolved issues from Tier 1 analysts
• Reviewing and auditing tickets for quality, accuracy, and adherence to SLAs
• Leading root-cause analysis on recurring incidents and driving permanent fixes rather than repeat workarounds
• Managing and maintaining Active Directory, Office 365/Microsoft 365, and endpoint management systems (Intune, SCCM, JAMF, etc.)
• Handling advanced troubleshooting for networking, servers, security tools, and enterprise applications beyond basic desktop support
• Developing, updating, and maintaining knowledge base articles, SOPs, and internal documentation standards
• Participating in or leading process-improvement initiatives to increase help desk efficiency and reduce ticket volume
• Coordinating with Tier 2/3, infrastructure, or security teams on major incidents and change management
• Assisting with onboarding/offboarding processes, account provisioning, and access management at a more advanced or oversight level
• Monitoring help desk metrics and SLAs, and reporting trends or systemic issues to IT management
• Supporting audits and compliance-related IT tasks (security policies, license tracking, asset management)
• Occasionally leading small projects such as software rollouts, hardware refresh cycles, or system migrations
• Providing after-hours or on-call support for critical incidents when needed

Education, Knowledge, and Experience:

• 3-5+ years of experience in a help desk, technical support, or IT service desk role
• Advanced troubleshooting skills across operating systems (Windows/macOS), networking (TCP/IP, VPN, DNS/DHCP), and enterprise applications
• Experience with Active Directory, Office 365/Microsoft 365 administration, and endpoint management tools (e.g., SCCM, Intune, JAMF)
• Familiarity with ITIL/ITSM frameworks and ticketing systems
• Ability to mentor and provide guidance to junior/Tier 1 analysts, including reviewing tickets and coaching on complex issues
• Experience handling escalations and acting as a liaison between the help desk and Tier 2/3 or engineering teams
• Strong understanding of ITIL processes: incident, problem, and change management
• Knowledge of security best practices (password policies, phishing awareness, endpoint security, basic compliance requirements)
• Relevant certifications often preferred or required: CompTIA A+/Network+/Security+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or similar
• Strong communication and documentation skills, including creating/updating SOPs and knowledge base content
• Project or process-improvement experience — identifying recurring issues and driving root-cause fixes rather than just resolving tickets
• Some roles require experience with scripting/automation (PowerShell, basic Python) for routine task automation
• Bachelor's degree in IT, Computer Science, or equivalent work experience (often substitutable)
• On-call or after-hours availability may be required depending on the organization

Skills:

• Technical skills:
• Strong knowledge of Windows and macOS operating systems,
• Active Directory administration,
• Office 365/Microsoft 365 management,
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN),
• Endpoint management tools, and remote desktop/support tools
• Familiarity with basic server administration, print/imaging systems, and mobile device management
• Exposure to scripting or automation (PowerShell, batch scripts, or basic Python) for repetitive tasks
• Security awareness:
• understanding of password policies, phishing/social engineering red flags, endpoint security tools, and basic data protection practices — enough to spot and elevate potential security incidents appropriately
• Analytical and problem-solving skills:
• strong root-cause analysis ability, comfort troubleshooting ambiguous or multi-layered issues, and a habit of looking for systemic fixes rather than one-off patches.
• clear, patient communication with both technical and non-technical staff, strong written documentation skills for knowledge base articles and SOPs, and the ability to translate technical issues into plain language for stakeholders or leadership.
• Organizational skills:
• ability to prioritize and manage multiple tickets/incidents simultaneously, strong time management under SLA pressure, and attention to detail in documentation and asset tracking.
• patience, empathy, and a customer-service mindset, adaptability when dealing with shifting priorities or new tools, and a collaborative approach when coordinating with Tier 2/3, security, or infrastructure teams.