Help Desk Analyst II

  • Manchester, NH
  • Posted 28 days ago | Updated 8 hours ago


On Site
Contract - Independent
Contract - W2


Remote Support
Issue tracking
User experience
System administration
Database administration
Technical Support
Crestron Electronics
Control system
Knowledge base
Help desk
Customer service
Operating systems
Microsoft Windows
Microsoft Windows Server
Microsoft Operating Systems
Microsoft Office
Business communications
Microsoft technologies
Problem solving
Customer support
Online training
Artificial intelligence

Job Details


We are looking for a competent Help Desk Analyst II to join our team in Manchester, New Hampshire. This role involves providing high-quality customer service and technical assistance to clients, with a focus on desktop support for various devices and software. You will be responsible for responding to and documenting all inquiries within our Help Desk ticketing system, ensuring a positive user experience with all supported technologies. This position also offers the opportunity to learn other IT disciplines such as Network or System Administration and Application and Database Administration.

Responsibilities include:

Monitoring and responding promptly and effectively to requests received through the IT helpdesk
Providing exceptional customer service for all end-user client requests and incidents
Offering technical support for all Audio/Visual related systems including display devices, projectors, video conferencing and Crestron control systems
Provisioning user and computer accounts across the enterprise
Assisting customers with training and connectivity to various AV conferencing solutions like Teams, ZOOM, Webex and other related platforms
Assisting customers with mobile and desk phone setup and training
Creating step-by-step training material and process documentation for customers and the IT department
Documenting internal procedures and maintaining them through the document lifecycle
Maintaining daily performance and inventory of computer fleet and IT owned assets
Asking educated questions and listening to customers to determine the root cause of issues
Working through the problem-solving process with customers, empowering them to do the same in the future
Reporting and escalating significant and recurring issues and trends
Collecting feedback to determine patterns and issues so they can be resolved or documented in a knowledgebase for customer troubleshooting
Staying current with technology trends and changes for the systems and software we support.


Possess a minimum of three years of experience in a Help Desk Analyst role or similar.
Excellent customer service skills, with a proven ability to handle customer queries and concerns effectively.
Proficiency in handling audio video equipment, including projectors.
Extensive knowledge of video conferencing tools such as Zoom, Microsoft Teams, and WebEx.
Strong understanding of operating systems, specifically Microsoft Windows 10 and Windows Server 2016.
Familiarity with Microsoft Office 365 (O 365), with a focus on utilizing it for effective team collaboration.
Experience with VoIP systems for seamless business communication.
Expertise in Microsoft software and applications.
Comptia A+ certification is required for this role.
Must be able to work collaboratively with a team, demonstrating strong interpersonal skills.
Ability to troubleshoot technical issues effectively and efficiently.
Strong problem-solving skills, with a knack for identifying and resolving issues promptly.
Ability to communicate technical information to non-technical users clearly and concisely.

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