Senior IT Help Desk Analyst

Summary

Senior IT Help Desk Analyst serves as a Tier II point of escalation for technical and procedural guidance for Tier I analysts, in addition to supporting Infrastructure teams with projects and incident response efforts. In our network heavy environment with complex data volumes, a large physical facility footprint, and a sizable remote workforce, this role delivers fast, friendly and effective technical assistance to keep employees productive and minimize downtime. Essential Duties and Responsibilities

• Provides Tier II technical support for hardware, software, network connectivity, and application issues. - Acts as a point of escalation for the Help Desk Tier I Analysts, provides training, coaching and guidance as needed. - Escalates unresolved or advanced issues to the Systems Administrator or Network & Security Administrator with clear documentation and follow-up. - Conducts informal one-on-one or small-group training for users on new tools, security best practices, and standard procedures. - Assists with the implementation of IT projects and initiatives, develops project plans and manages through completion. - Develops and maintains comprehensive technical documentation and processes for the team. - Participates in Employee Onboarding/Offboarding Tasks, including account provisioning, workstation and peripheral setups. - Supports mobile device enrollment, configuration, and troubleshooting through MDM tools (e.g., Intune). - Assists with installation, updates, and basic configuration of approved software and applications. - Receives, logs, prioritizes, and resolves help desk tickets via phone, email, chat, Teams, and in-person requests. - Performs password resets, account unlocks, and basic Active Directory / Entra ID user management. - Guides users through VPN connections, remote desktop access, and secure file-sharing procedures. - Troubleshoots and supports communication devices including conference room AV equipment. - Delivers remote assistance to off-site locations and remote workers using tools like Bomgar. - Provides on-site support to local satellite offices as needed. - Documents all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing. - Participates in after-hours on-call rotation (as scheduled) for urgent production or remote-user issues. - Assists with IT compliance, audit readiness, and security maintenance efforts. - Maintains accurate records of IT service work and asset management. - Contributes to a positive work environment through professional, productive communication and effective working relationships, while delivering consistent, responsive, and high-quality customer experience in all interactions with customers, clients, co-workers, and management. - Maintains regular attendance including being at work, being on time to work and working full shifts. - Other duties may be assigned.