Help Desk Analyst II

Jobs via Dice; Green Bay (WI); Remote; USD 55,000 - 75,000; Full time

Job summary

A leading company is seeking a Help Desk Analyst II to enhance its IT team in Green Bay, WI. This role focuses on delivering exceptional customer support while resolving technical challenges effectively. Ideal candidates will have a solid background in troubleshooting Microsoft products and Active Directory management. The position supports a collaborative team environment, primarily remotely, with opportunities for deskside assistance.

Qualifications

• Minimum 3+ years of technical support experience.
• Strong knowledge of Windows 10 and 11 troubleshooting.
• Experience supporting Office 365 and Azure Active Directory.

Responsibilities

• Provide Tier 1-2 support to end users.
• End-to-end troubleshooting for desktop and software issues.
• Assist with imaging PCs and diagnosing advanced issues.

Skills

Customer Service Expertise

Technical Troubleshooting Skills

Microsoft Products Knowledge

Active Directory Proficiency

Operating System Support

Job description

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Description

Are you passionate about technology and delivering exceptional customer service? Do you enjoy solving technical challenges and working in a collaborative team environment? Join our growing IT team in Green Bay, WI, as a Help Desk Level I/II Technician! This role is integral to supporting our expanding organization, driving resolutions for technical issues, and ensuring a seamless experience for our end users.

Description

Are you passionate about technology and delivering exceptional customer service? Do you enjoy solving technical challenges and working in a collaborative team environment? Join our growing IT team in Green Bay, WI, as a Help Desk Level I/II Technician! This role is integral to supporting our expanding organization, driving resolutions for technical issues, and ensuring a seamless experience for our end users.

About the Role:

As a Help Desk Level I/II Technician, you will play a critical role in providing Tier 1-2 support to end users, largely in a remote capacity. You'll be responsible for end-to-end troubleshooting, including desktop, hardware, and software application support. The role also includes imaging PCs, diagnosing advanced device and operating system issues, and supporting Microsoft products. Quality over quantity is the ethos of this team, with a collaborative approach to ticket resolution and team-wide goal tracking.

While the role is primarily remote technical support, you may occasionally provide deskside coverage, which accounts for roughly 10% of the month. Our IT environment features around 1,500 workstations, supporting a broader user group using shared devices. On average, team members manage approximately 150 tickets every 90 days.

A Typical Week Includes:

Handling Tier 1-2 tickets related to desktop hardware, software application, and system issues.

Imaging PCs and other endpoints: end-to-end troubleshooting to resolve issues.

Supporting Microsoft products, including Office 365 and Azure Active Directory.

Managing Active Directory tasks, from user creation to troubleshooting group assignments and OUs.

Troubleshooting Windows 10 and 11 operating systems.

Responding to tickets with a focus on quality resolutions and teamwork over daily quotas.

Building positive relationships with end users by providing outstanding customer service during remote sessions.

Requirements

Must-Have Qualifications:

To excel in this role, you should meet the following criteria:

Customer Service Expertise - You excel in providing remote support and have strong interpersonal skills to assist users effectively.

Technical Troubleshooting Skills - Advanced device, hardware, and software diagnostic skills, including understanding root causes like DNS issues.

Microsoft Products Knowledge - Experience supporting Office 365 and Azure Active Directory.

Active Directory Proficiency - Able to navigate and manage users in OUs, troubleshoot group permissions, and understand associated impacts.

Operating System Support - Strong knowledge of Windows 10 and 11 troubleshooting techniques and practices.

A minimum of 3+ years of technical support experience within a mid-to-large-sized IT environment.

Technology Doesn't Change the World, People Do.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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