Senior IT Help Desk Analyst

Greenpoint Technologies•Bothell, WA

11h•$56,000 - $77,000•Hybrid

About The Position

Senior IT Help Desk Analyst serves as a Tier II point of escalation for technical and procedural guidance for Tier I analysts, in addition to supporting Infrastructure teams with projects and incident response efforts. In our network heavy environment with complex data volumes, a large physical facility footprint, and a sizable remote workforce, this role delivers fast, friendly and effective technical assistance to keep employees productive and minimize downtime.

Requirements

Associate's degree (AA) in Information Technology or equivalent and 5 years of related experience; or equivalent combination of education and experience.
Experience Administering Active Directory Users, Groups and Computers in Windows Server 2024.
Experience troubleshooting and maintaining Microsoft Outlook client.
Experience supporting Microsoft 365 applications.
Demonstrated experience with Windows 11.
Strong customer service background and technical writing skills.
Understanding of Agile project management principles.
Strong understanding of ITIL Foundations, i.e. Incident and Change Management.
Excellent analytical and problem-solving skills with the ability to conduct research and root cause analysis.
Ability to communicate well in person, email, and telephone.
Ability to work effectively in a highly organized manner and be detail oriented.
Ability to work well independently and cross-functionally as part of an established and growing team.
Ability to ensure effective follow-up and follow-through.
Highly self-motivated and customer-service focused.
Ability to read, analyze, and interpret technical documents.
Ability to effectively present information and respond to questions within all levels of an organization.
Ability to sit for extended periods of time, use hands to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and have close/color vision ability to adjust focus.
Valid driver license required.
Ability to travel as required.
Ability to work overtime as required.

Nice To Haves

Experience with Cyber-security/major incident response strongly preferred.

Responsibilities

Provides Tier II technical support for hardware, software, network connectivity, and application issues.
Acts as a point of escalation for the Help Desk Tier I Analysts, provides training, coaching and guidance as needed.
Escalates unresolved or advanced issues to the Systems Administrator or Network & Security Administrator with clear documentation and follow-up.
Conducts informal one-on-one or small-group training for users on new tools, security best practices, and standard procedures.
Assists with the implementation of IT projects and initiatives, develops project plans and manages through completion.
Develops and maintains comprehensive technical documentation and processes for the team.
Participates in Employee Onboarding/Offboarding Tasks, including account provisioning, workstation and peripheral setups.
Supports mobile device enrollment, configuration, and troubleshooting through MDM tools (e.g., Intune).
Assists with installation, updates, and basic configuration of approved software and applications.
Receives, logs, prioritizes, and resolves help desk tickets via phone, email, chat, Teams, and in-person requests.
Performs password resets, account unlocks, and basic Active Directory / Entra ID user management.
Guides users through VPN connections, remote desktop access, and secure file-sharing procedures.
Troubleshoots and supports communication devices including conference room AV equipment.
Delivers remote assistance to off-site locations and remote workers using tools like Bomgar.
Provides on-site support to local satellite offices as needed.
Documents all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing.
Participates in after-hours on-call rotation (as scheduled) for urgent production or remote-user issues.
Assists with IT compliance, audit readiness, and security maintenance efforts.
Maintains accurate records of IT service work and asset management.
Contributes to a positive work environment through professional, productive communication and effective working relationships, while delivering consistent, responsive, and high-quality customer experience in all interactions with customers, clients, co-workers, and management.
Maintains regular attendance including being at work, being on time to work and working full shifts.
Other duties may be assigned.