What are the responsibilities and job description for the Helpdesk Analyst II position at EMERGICON LLC?
PRIMARY FUNCTIONS
The Helpdesk Analyst II is responsible for providing frontline technical support to end-users, ensuring smooth daily IT operations across the company. Responsibilities include setting up new users, troubleshooting hardware and software issues, resolving support tickets, and escalating complex issues when necessary. This role supports both on-site and remote employees, with a focus on delivering efficient internal customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Monitor and manage the helpdesk ticketing system to ensure timely response and resolution.- Provide first-level technical support for Windows OS, Office 365, printers, and networking issues.
- Assist employees with password resets, software installations, and system access requests.
- Manage and support Active Directory, including user account administration, permissions, security settings, and troubleshooting issues such as account lockouts, password resets, and group policy tasks, ensuring compliance with company IT policies.
- Deliver friendly, professional, and efficient IT support to all employees, ensuring a seamless and positive user experience across the organization.
- Assist with new hire onboarding, including creating user accounts, securing workstations, setting up mobile devices and VPN access, and providing initial IT training.
- Support remote users through remote access tools, phone, and email to ensure seamless IT operations across locations.
- Participate in IT infrastructure projects, including system upgrades, migrations, and technology implementations.
- Collaborate on process improvements, such as automating workflows and enhancing ticketing systems.
- Contribute to cross-functional projects to integrate IT solutions and support organizational changes.
- Create detailed documentation for IT projects, including plans, timelines, and post-implementation reviews.
- Assist in training for new system rollouts and IT changes.
- Reimage PCs as needed to ensure software consistency and security compliance.
- Maintain basic IT security practices, including multi-factor authentication (MFA) support and phishing awareness.
- Ensure compliance with company IT policies and HIPAA security regulations.
- Update and maintain the knowledge base with troubleshooting guides and solutions.
- Document all support requests, resolutions, and recurring issues to identify trends.
- Propose improvements to IT processes and assist with training end-users on best practices.
- Escalate complex technical issues to higher-level IT staff while ensuring proper documentation.
- Work closely with other IT team members to resolve issues efficiently and enhance system performance.
- Align with and adhere to Emergicon’s core values in all duties.
- Other job-related duties as assigned.
EDUCATION AND EXPERIENCE
HS Diploma/GED required.- Minimum of an Associate’s degree in Information Technology, Computer Science, or a related field preferred.
- Minimum of two (2) years of experience in IT support, helpdesk, or customer service required.
- Certifications (CompTIA A , ITIL Foundations) are a plus.
KNOWLEDGE, SKILLS, AND ABILITIES
Experience in healthcare or EMS-related IT support is highly desirable.- Strong troubleshooting skills with Windows OS, Microsoft Office 365, and basic networking.
- Familiarity with ticketing systems (e.g., Jira, Zendesk, or similar tools).
- Ability to support remote users via phone, email, and remote access tools.
- High level of patience and customer-first mindset.
- Ability to multi-task and prioritize support requests in a fast-paced environment.
- Strong ability to explain technical issues to non-technical users in a clear and professional manner.
- Knowledge of basic scripting, automation, or IT process improvement is a plus.
- Understanding of project management principles and ability to contribute to project planning and execution.
- Basic knowledge of Active Directory management and troubleshooting.
- Ability to handle diverse customer situations with patience and adapt communication styles based on customer preferences.
- Stay updated on emerging technologies and industry best practices.
WORKING CONDITIONS
Work is primarily performed at a computer, requiring extended periods of sitting or standing at a workstation. The role involves physical dexterity for setting up new workstations, including lifting and carrying up to 50 lbs., as well as bending, stooping, and other movements necessary for equipment installation and maintenance.
WORK LOCATION AND SCHEDULE
- On-site role in Terrell, TX (not a remote position).
- Standard business hours (8 AM - 5 PM, Monday–Friday), with occasional on-call support.
Emergicon requires satisfactory pre-employment background check and drug screen.
