Help Desk Analyst II

  • Hudson, OH
  • Posted 37 days ago | Updated 8 hours ago


On Site
Contract - W2
Contract - Independent


Help desk
Analytical skill
Database administration
International relations
Investor relations
Information retrieval
IBM Notes
Microsoft Office
Active Directory
Configuration Management
Computer hardware
Problem solving
Customer service
Customer support
Online training
Artificial intelligence

Job Details


We are offering a short term contract employment opportunity for a Help Desk Analyst II to join our team, based in Hudson, Ohio. This role involves advanced level diagnostics and analytics of failed store systems hardware that has been escalated by first and second level support teams. It is a hybrid role that requires work from the office 3 days a week and the flexibility to work from home 2 days a week.

Provide third level diagnostics and analytics for failed store systems hardware
Monitor and respond to assigned service now incidents in a timely manner to meet SLAs and minimize impact on end users
Serve as a central communication point for internal IT teams, IT vendors, and other business groups during situational issues
Collaborate with internal IT team members and outside vendors to escalate and manage issues to ensure timely resolution of incidents with minimal business interruption
Utilize strong analytical skills to research repeat incidents, identify trends, and predict future areas of failure that may cause business interruption
Proficiency in Citrix Technologies, Database, EO/IR systems, Lotus Notes, Microsoft, Active Directory, Computer Hardware, Configuration Management, Deskside Support, Desktop Hardware, and Retail
Maintain strong verbal and written communication skills to effectively relay information to relevant parties.


Proficiency in Citrix Technologies
Familiarity with Database management
Experience with EO/IR systems
Proficient in Lotus Notes
Strong knowledge of Microsoft Suite
Understanding and experience with Active Directory
Demonstrated skill in Computer Hardware
Knowledge of Configuration Management
Previous experience in Deskside Support
Familiarity with Desktop Hardware
Previous experience in a Retail environment
Excellent problem-solving skills
Strong written and verbal communication skills
Ability to work in a team and independently
Excellent customer service skills.

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