Help Desk Analyst II

Description

We are looking for a customer-focused Help Desk Analyst II to support end users across a busy educational environment in Illinois. This long-term contract position is ideal for someone who combines strong technical troubleshooting with a detail-oriented, service-oriented approach when assisting faculty and staff. The role supports a wide range of devices and day-to-day IT issues, with opportunities to contribute to hardware support, device setup, and overall technology operations.

Responsibilities:
Deliver timely technical assistance to faculty and staff, emphasizing clear communication and a high level of customer care.
Diagnose and resolve issues involving Windows 10 systems, Chromebooks, Dell laptops, and Apple devices including Mac and iOS hardware.
Perform hands-on hardware maintenance and repair to keep user devices operational and minimize downtime.
Manage and update service desk tickets, ensuring incidents and requests are documented accurately and followed through to completion.
Assist with device inventory tracking, workstation configuration, and cable organization to support efficient IT operations.
Provide basic network troubleshooting to identify common connectivity issues and escalate more complex problems when needed.
Support user account and access-related tasks within Active Directory, Microsoft 365 Enterprise, and Microsoft Entra ID.
Contribute to onsite technical coverage as part of a small IT team supporting multiple buildings and end-user needs.

Requirements

Experience in a help desk or desktop support role with a strong emphasis on customer service.
Practical knowledge of troubleshooting and supporting Microsoft Windows 10 environments.
Ability to work with a variety of endpoint devices, including Chromebooks, Dell laptops, and Microsoft-based systems.
Familiarity with Apple technology, including Mac and iOS devices, is strongly preferred.
Experience handling service desk tickets and maintaining accurate support documentation.
Working knowledge of Active Directory, Microsoft 365 Enterprise, and Microsoft Entra ID.
Ability to perform basic hardware repair, device setup, and general technical troubleshooting.
Understanding of foundational network troubleshooting concepts and common connectivity issues.

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