Helpdesk Analyst II: Escalations & Root-Cause Expert

Monat Global Corp; Town of Florida (NY); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Monat Global Corp in Doral, FL is seeking an Analyst, Helpdesk II to provide resolutions of reported issues via phone, email, and chat, and handle day-to-day requests.

You will escalate, audit tickets, perform root-cause analysis, manage AD and M365, and collaborate with Tier 2/3, infrastructure, and security teams, while updating knowledge bases and SOPs.

On-call support and occasional projects may be required.

Qualifications

• 3–5+ years in a help desk, technical support, or IT service desk.

Responsibilities

• Serve as escalation point for complex issues from Tier 1 analysts.
• Review tickets for quality, accuracy, and SLAs.
• Lead root-cause analysis and drive permanent fixes.
• Manage Active Directory, Office 365/Microsoft 365, and endpoint management systems (Intune, SCCM, JAMF).
• Handle advanced troubleshooting for networking, servers, security tools, and enterprise applications beyond basic desktop support.
• Develop, update, and maintain knowledge base articles, SOPs, and internal documentation standards.
• Participate in or lead process-improvement initiatives to increase help desk efficiency and reduce ticket volume.
• Coordinate with Tier 2/3, infrastructure, or security teams on major incidents and change management.
• Assist with onboarding/offboarding processes, account provisioning, and access management at a more advanced level.
• Monitor help desk metrics and SLAs, and report trends or systemic issues to IT management.
• Support audits and compliance-related IT tasks.
• Occasionally lead small projects such as software rollouts, hardware refresh cycles, or system migrations.
• Provide after-hours or on-call support for critical incidents when needed.

Skills

Windows/macOS troubleshooting

Active Directory administration

Office 365/Microsoft 365

Networking fundamentals

Endpoint management tools

ITIL/ITSM

Mentoring junior staff

Root-cause analysis

Scripting (PowerShell)

Education

Bachelor's degree in IT/CS

CompTIA A+/Network+/Security+

ITIL Foundation

Tools

SCCM

Intune

JAMF

Active Directory

Office 365 admin tools

Job description

Monat Global Corp in Doral, FL is seeking an Analyst, Helpdesk II to provide resolutions of reported issues via phone, email, and chat, and handle day-to-day requests.

You will escalate, audit tickets, perform root-cause analysis, manage AD and M365, and collaborate with Tier 2/3, infrastructure, and security teams, while updating knowledge bases and SOPs.

On-call support and occasional projects may be required.