Helpdesk Analyst

TEKsystems•Huntsville, AL

5d•$23 - $28•Onsite

About The Position

We are seeking a Tier 2 Helpdesk Technician to join a small, collaborative local IT team supporting internal users across the United States. This role provides a mix of phone, desk‑side, and remote support, handling escalated technical issues while delivering exceptional customer service. The ideal candidate has strong troubleshooting skills in a Windows‑based environment and enjoys working directly with end users to resolve more complex support needs.

Requirements

Experience providing end user support in a Windows‑based environment (Windows 11).
Hands‑on experience with Active Directory for policies, groups, and account administration.
Working knowledge of VMware and SharePoint.
Strong customer service mindset and ability to explain technical issues clearly.
Ability to manage multiple issues, prioritize effectively, and take ownership of tickets from start to finish.
Experience supporting hardware provisioning and troubleshooting (laptops, mobile devices, printers).
Familiarity with remote support tools and ticketing systems.
Excellent communication and interpersonal skills
Strong problem‑solving ability with attention to detail
Self‑starter with the ability to work independently within a small team
Customer‑focused, professional, and reliable

Nice To Haves

File and print server administration
Basic networking knowledge (switching, routing, DNS, DHCP)

Responsibilities

Provide Tier 2 support for technical issues received via calls, tickets, and walk‑ups from internal end users across the U.S.
Troubleshoot and resolve escalated issues involving Windows 11 OS, Active Directory, VMware, and SharePoint.
Perform account and access management tasks in Active Directory, including group membership, policies, and distribution groups.
Support users via remote management tools, over the phone, or at their desks as needed.
Set up new users with required hardware, including laptops, iPhones, printers, and other peripherals.
Ensure proper assignment and removal of licenses and access rights during onboarding and offboarding.
Assist with configuring and supporting systems in a Microsoft/Azure cloud environment.
Maintain accurate ticket documentation, including troubleshooting steps and resolution details.
Collaborate with Tier 1, Tier 3, engineering, and infrastructure teams on escalations and cross‑team initiatives.