The Helpdesk Support Analyst II resolves internal user problems and ensures correct operation of Company equipment by installing, troubleshooting, and repairing computer systems, hardware, and computer peripherals. This position is a combination of deskside and remote support, apply today if you have the matching skillset. Essential Duties and Responsibilities bull Serve as the initial contact for reporting technical issues and answering questions regarding upgrades, installations, and other software, hardware, and network issues. bull Accurately diagnose technical issues gather the necessary information and perform standard, preliminary research using all relevant available resources. bull Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools. bull Clearly and thoroughly document requests for assistance in the ticket management system. bull Track incidents through resolution or escalation per guidelines. bull Escalate unresolved issues to team leads. bull Identify potential outages and other issues via information gathering, ticket trends, etc. bull Communicate technology trends to team leads in a timely manner. bull Select and purchase new and replacement hardware and software when necessary. bull Generate performance reports for operating systems. bull Assure all IT activities performed are within the parameters of applicable laws, codes, and regulations. bull Remain up to date with advances in technology and industry best practices. bull Other duties as assigned. Qualifications Computer Skills Windows Server, Acronis, Windows 10, Office. Certificates and Licenses MCSE, MCP EducationExperience Bachelorrsquos Degree in appropriate field of study or five (5) years of related work experience andor training or equivalent combination of education and experience. Competencies bull Continuous LearningmdashAssesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills. bull Customer ServicemdashDisplays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service. bull Planning OrganizationmdashIntegrates changes smoothly. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner. bull Problem SolvingmdashDevelops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations. bull TeamworkmdashBalances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests. bull Use of TechnologymdashAdapts to new technologies. Demonstrates required skills. Keeps technical skills up to date. Uses technology to increase productivity.