IT Analyst II

Healthrise•Detroit, MI

22h

About The Position

We are seeking a skilled and proactive IT Helpdesk Analyst II to join our IT support team. In this role, you will provide advanced technical assistance to end-users, troubleshoot hardware and software issues, and maintain a high level of customer service. You will provide Level I and Level II support for ticket response and work closely with other IT teams to ensure a seamless, efficient technology environment across the organization. Key Responsibilities Technical Support and Troubleshooting Provide advanced technical support for hardware, software, network, and system-related issues to end-users both in person and remotely Diagnose and resolve issues related to operating systems (Windows, macOS, Android, iOS/iPadOS), applications, printers, networking, and other IT equipment Manage and escalate complex issues that require specialized expertise, working with third-party vendors or internal IT teams as necessary Ticket Management Respond to helpdesk tickets and ensure timely resolution of requests and issues Prioritize and manage incoming tickets based on urgency and business needs Document resolutions, best practices, and known issues in the ticketing system for knowledge sharing Hardware and Software Management Assist in the deployment and maintenance of workstations, laptops, printers, and mobile devices Ensure that software applications are updated, configured, and properly licensed Perform routine system maintenance tasks such as software updates, virus protection scans, and backup verifications User Training and Support Provide training and guidance to end-users on the use of technology systems and software Create user guides or FAQs to help users solve common technical problems independently Collaboration and Escalation Work closely with IT staff and departments to resolve technical issues that are beyond standard helpdesk support Assist in maintaining IT systems and infrastructure, including performing diagnostics and resolving problems Coordinate with other IT teams to ensure consistent and effective problem resolution Documentation and Reporting Maintain accurate records of service requests, incidents, and resolutions within the helpdesk ticketing system Contribute to the creation and update of technical documentation, knowledge bases, and procedures On-Call Support Provide on-call or after-hours support on a rotating basis if required

Requirements

Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience
2–4 years of experience in an IT helpdesk or technical support role with a strong emphasis on troubleshooting and customer service
Experience with common operating systems including Windows, macOS, Android, and iOS/iPadOS
Experience with office productivity software such as Microsoft Office 365 or Google Workspace
Familiarity with networking protocols including DNS, DHCP, and TCP/IP
Strong troubleshooting and problem-solving abilities with the capacity to diagnose complex technical issues
Excellent communication skills, both verbal and written, to interact effectively with end-users and team members
Ability to work well under pressure and manage multiple tasks simultaneously
Detail-oriented and organized with a focus on accuracy and efficiency
Familiarity with ticketing systems such as Jira, ServiceNow, Zendesk, or Freshdesk and remote support tools
Ability to lift and transport equipment up to 50 pounds
Ability to sit or stand for extended periods

Nice To Haves

CompTIA A+, Network+, or other relevant certifications
Microsoft Certified Solutions Associate (MCSA), ITIL Foundation, or similar credentials

Responsibilities

Provide advanced technical support for hardware, software, network, and system-related issues to end-users both in person and remotely
Diagnose and resolve issues related to operating systems (Windows, macOS, Android, iOS/iPadOS), applications, printers, networking, and other IT equipment
Manage and escalate complex issues that require specialized expertise, working with third-party vendors or internal IT teams as necessary
Respond to helpdesk tickets and ensure timely resolution of requests and issues
Prioritize and manage incoming tickets based on urgency and business needs
Document resolutions, best practices, and known issues in the ticketing system for knowledge sharing
Assist in the deployment and maintenance of workstations, laptops, printers, and mobile devices
Ensure that software applications are updated, configured, and properly licensed
Perform routine system maintenance tasks such as software updates, virus protection scans, and backup verifications
Provide training and guidance to end-users on the use of technology systems and software
Create user guides or FAQs to help users solve common technical problems independently
Work closely with IT staff and departments to resolve technical issues that are beyond standard helpdesk support
Assist in maintaining IT systems and infrastructure, including performing diagnostics and resolving problems
Coordinate with other IT teams to ensure consistent and effective problem resolution
Maintain accurate records of service requests, incidents, and resolutions within the helpdesk ticketing system
Contribute to the creation and update of technical documentation, knowledge bases, and procedures
Provide on-call or after-hours support on a rotating basis if required