Help Desk Analyst II

Air Wisconsin Airlines•Appleton, WI

About The Position

Job Functions: User Support / Help Desk Provide Tier 1–2 support for employee technical issues. Resolve login, printing, connectivity, and system performance problems. Document issues, resolutions, and followâups in ticketing systems. Active Directory knowledge - user/group management: creating/disabling accounts, resetting passwords, unlocking accounts, and managing group memberships. Assist with basic network diagnosis (IP/DNS/DHCP issues) Troubleshoot wired and wireless network issues. Support VPN connections and remote access configurations. Apply updates, patches, and company security standards. Support malware and virus detection and removal. Maintain accurate records of hardware, software, and repairs. Communicate clearly and effectively with nonâtechnical users. Escalate advanced issues to senior engineers when needed. Provide timely, friendly service to minimize operational downtime. A 24/7 rotating on-call schedule is maintained. Hardware Support and Maintenance Install, configure, and troubleshoot desktop and laptop systems. Perform component repairs and upgrades (memory, storage, peripherals) Troubleshoot and fix PC, laptop, printer, and copier hardware problems. Track equipment through its lifecycle (deployment → retirement) Build, configure, and deploy PCs using imaging tools. Software Installation & Troubleshooting Install Windows operating systems and companyâapproved applications. Resolve software errors, conflicts, and performance issues. Support endpoint security tools, Windows updates, and patching. Required Competencies: Judgment and initiative necessary in setting priorities, meeting deadlines and maintaining program requirements. Suggest new policies and procedures to improve value and efficiency within the Safety Management System. Frequent personal and telephone contact with others

Requirements

Associate degree in IT, Customer Service or related discipline
3-5 years of experience in IT support or PC repair
Strong understanding of Windows OS, hardware components, and troubleshooting
Basic knowledge of networks (TCP/IP, wireless, VPN)
Ability to lift and move computer equipment as needed.
Excellent communication and customer service skills
Minimal travel requirements may be necessary.
Judgment and initiative necessary in setting priorities, meeting deadlines and maintaining program requirements.
Frequent personal and telephone contact with others

Nice To Haves

Active Directory management
Experience with imaging tools (SCCM)
Knowledge of Microsoft 365 environment
Basic iSeries knowledge
CompTIA A+ or equivalent certification

Responsibilities

Provide Tier 1–2 support for employee technical issues.
Resolve login, printing, connectivity, and system performance problems.
Document issues, resolutions, and followâups in ticketing systems.
Active Directory knowledge - user/group management: creating/disabling accounts, resetting passwords, unlocking accounts, and managing group memberships.
Assist with basic network diagnosis (IP/DNS/DHCP issues)
Troubleshoot wired and wireless network issues.
Support VPN connections and remote access configurations.
Apply updates, patches, and company security standards.
Support malware and virus detection and removal.
Maintain accurate records of hardware, software, and repairs.
Communicate clearly and effectively with nonâtechnical users.
Escalate advanced issues to senior engineers when needed.
Provide timely, friendly service to minimize operational downtime.
A 24/7 rotating on-call schedule is maintained.
Install, configure, and troubleshoot desktop and laptop systems.
Perform component repairs and upgrades (memory, storage, peripherals)
Troubleshoot and fix PC, laptop, printer, and copier hardware problems.
Track equipment through its lifecycle (deployment → retirement)
Build, configure, and deploy PCs using imaging tools.
Install Windows operating systems and companyâapproved applications.
Resolve software errors, conflicts, and performance issues.
Support endpoint security tools, Windows updates, and patching.