Help Desk Analyst II: Escalations & End-User Support

Windward Risk; Boca Raton, Northern (FL, KY); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Windward Risk Managers is seeking a proficient Help Desk Analyst II to join our IT Help Desk team in Boca Raton, FL. This in-person role supports Windows and macOS users, handles complex tickets, and escalates when needed.

You will work with Active Directory and Microsoft 365, manage onboarding/offboarding, and assist with endpoint deployments using NinjaOne. Excellent communication and troubleshooting skills are essential.

Qualifications

• Bachelor's degree or 4 years of directly related IT support experience.
• Experience with Windows and macOS, Active Directory, and Microsoft 365.
• Experience troubleshooting hardware, software, and network connectivity issues.
• Experience using RMM and remote support tools for endpoint troubleshooting and software deployment.
• Strong problem-solving and communication skills.

Responsibilities

• Work the IT support queue alongside Level 1 staff, handling basic requests and escalations as needed.
• Provide remote and hands-on support across Windows and macOS, including hardware and software issues.
• Perform AD tasks and Microsoft 365 administration such as password resets and license assignments.
• Assist with onboarding/offboarding and device provisioning.
• Document resolutions and contribute to IT knowledge base.

Skills

Windows support

macOS support

Active Directory

Microsoft 365

Hardware troubleshooting

Network connectivity

Communication skills

Multitasking

Education

Bachelor's degree or 4 years IT support experience

Tools

NinjaOne

Job description

Windward Risk Managers is seeking a proficient Help Desk Analyst II to join our IT Help Desk team in Boca Raton, FL. This in-person role supports Windows and macOS users, handles complex tickets, and escalates when needed.

You will work with Active Directory and Microsoft 365, manage onboarding/offboarding, and assist with endpoint deployments using NinjaOne. Excellent communication and troubleshooting skills are essential.