Summary Objective:The Help Desk Analyst II is responsible for providing technical assistance and support related to computer systems, hardware, or software. The position analyzes complex user issues and researches and documents systems current processes. The role responds to queries, runs diagnostic programs, isolates problem, and determines and implements solutions.Essential Functions:Help DeskProvides technical assistance and support for incoming queries and issues related to computer systems, software, and hardwareMonitors and responds quickly and effectively to requests received through the IT helpdeskMonitors Helpdesk ticketing system for tickets assigned to the queue and process first-in first-out based on priorityAssists with onboarding of new usersAssigns users and computers to proper groups in Active DirectoryTrains computer users when neededResponds to email messages for users seeking helpAsks questions to determine the nature of problemsWalk customer through problem-solving processRuns diagnostic programs to resolve problemsInstalls computer peripherals for usersFollows up with users to ensure issues have resolvedGains feedback from users on resolution and about computer usageReports failures that continue to occurPromotes information security and the protection of automated corporate assets among co-workers by encouraging safe computing and adherence to company information security guidelinesThis position will perform other duties as assigned based on the needs of the department.Core CompetenciesAbility to work in a fast-paced environment and prioritize a varied workload between multiple systems and customersMotivated, self-starting individual looking to be a great team memberExcellent written and oral communication skillsExcellent customer service skillsAbility to work flex and overtime hours (as needed)Ability to quickly and accurately troubleshoot various Help Desk issuesAbility to learn new skills/software quickly·        Ability to work in a team environment to collectively address and resolve issues Ability to respond with urgency to customer and management needs or requests for assistance, reports etc. Required Education & Experience:Minimum 2-year experience with Help Desk and/or technical phone support experienceStrong knowledge of PC hardware and software, Windows various operating systems, desktop publishing and customized packagesProficiency in Microsoft® Office 365 application.Proficient in Active DirectoryKnowledge of virtual environmentsHigh School Diploma or equivalentAbility to type 35+ wpmPreferred Education & ExperienceAssociate (AA) Degree or Bachelor Degree (BA)Experience with VMWare View SupportExperience with telephony system, application support, end-user support, etc.Willingness and ability to work a flexible schedule, including evenings and weekends