Help Desk Analyst II<p>Full job description</p><p>Responsibilities:</p><p>• Respond to requests for technical assistance in person or via remote access.</p><p>• Provide technical and administrative support for workstations and PCs.</p><p>• Support users in Microsoft Office products and Google Workspace cloud apps.</p><p>• Provide support at each remote location; must have valid driver’s license and reliable transportation to facilitate these trips.</p><p>• Follow standard help desk procedures. Log all help desk interactions into the ticketing system.</p><p>• Maintain equipment inventory database.</p><p>• Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network.</p><p>• Completes and documents technical projects such as the testing of hardware and software products.</p><p>• Order new and replacement equipment and supplies in coordination with the Manager of IT.</p><p>• Manages equipment inventory and deployment/redeployment. Assist in software deployment.</p><p>• Provide feedback to the Manager of IT on equipment replacement requirements.</p><p>• Manage and maintain logs of equipment replacement expenses throughout the year.</p><p>• Supports and maintains smart phones/mobile devices.</p><p>• Supports VOIP telephone system.</p><p>• Maintains departmental organizational units (OU) in active directory.</p><p>• Stay current with system information, changes, and updates.</p><p>• Work within the boundaries of security best practices and standard operating procedures.</p><p>• Available to be on-call as needed to support the Help Desk system and organizational needs.</p><p>• Demonstrate flexibility and teamwork.</p><p>• Responsible for maintaining professional work standards.</p><p>• Assists in special projects and work with other IT Department staff members as necessary.</p><p>Skills and Qualifications:</p><p>• 2+ years IT help desk experience</p><p>• 2+ years experience with Google admin console and Google Workspace including Gmail, Groups, Drive, Docs, Sheets, and other Google cloud apps a must.</p><p>• 2+ years experience and current knowledge of workstation-related hardware and software.</p><p>• 1+ years experience working with IT help desk ticketing systems.</p><p>• 1+ years experience with remote desktop environments including Citrix.</p><p>• 1+ years experience with remote software, including Team Viewer, LogMeIn, Automate.</p><p>• 1+ years experience with Microsoft 365 products including Entra ID, Intune, SharePoint Online, Exchange Online, and Teams.</p><p>• Knowledge of end user productivity applications such as Adobe Acrobat/Pro and Office Suite perpetual and subscription apps.</p><p>• Advanced proficiency with Windows OS (10/11).</p><p>• Extensive experience with Server 2012r2/2019/2022.</p><p>• Solid understanding of server administration.</p><p>• Proficient knowledge of TCP/IP concepts pertaining to supporting thin clients and workstations in a LAN/WAN environment.</p><p>• Advanced proficiency and support of Apple iOS devices for troubleshooting and repairing miscellaneous hardware/ software problems.</p><p>• Solid understanding of network architecture, firewalls, end-point protection, and virtualization.</p><p>• Proficient in imaging and cloning applications related to workstations, laptops and thin clients.</p><p><br></p>