Analyst, Helpdesk II
On-siteDoral, Florida, United States
Job Summary
Resolve reported customer issues via phone, email, and chat while serving as the escalation point for complex problems from Tier 1 analysts. Conduct root-cause analysis on recurring incidents to drive permanent fixes, manage Active Directory and endpoint systems, and handle advanced troubleshooting for networking and enterprise applications. Develop knowledge base articles, maintain SOPs, and lead process-improvement initiatives to reduce ticket volume. Coordinate with Tier 2/3 and infrastructure teams on major incidents, assist with access management, and monitor SLAs to report trends. Provide after-hours or on-call support for critical incidents.
Required Qualifications
- 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
Desired Qualifications
- Experience with Active Directory, Office 365/Microsoft 365 administration, and endpoint management tools (e.g., SCCM, Intune, JAMF)
- Relevant certifications often preferred or required: CompTIA A+/Network+/Security+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or similar
- Some roles require experience with scripting/automation (PowerShell, basic Python) for routine task automation
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