What are the responsibilities and job description for the Help Desk Analyst II (On-site) position at HEPCO, Inc.?
We are seeking a skilled and customer-focused Help Desk II professional for our client. In this role, you will provide first-tier technical support to end users, assisting with basic computer operations, password resets, ticket escalations, troubleshooting, and error messages. The ideal candidate will have the ability to identify, research, and resolve basic technical issues in a Windows environment. You will also be responsible for documenting and tracking requests and escalating unresolved issues to higher-level support in accordance with established policies and procedures.
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from HEPCO, Inc and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.hepcoinc.com/privacy/
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, national origin, age, veteran status, disability, or any other protected class.
- Provide first-tier technical support to end users via phone, email, and ticketing system.
- Assist with basic troubleshooting of issues related to Windows operating systems (Windows 7/10), MS Office suite, and other software applications.
- Perform password resets and escalate unresolved technical issues as needed.
- Document and track service requests using a ticketing system.
- Provide basic hardware support for laptops, desktops, and peripherals (e.g., printers, scanners).
- Assist with VPN, remote access, and Citrix-related issues.
- Support Active Directory user, group, and computer account management.
- Hands-on experience with MS Office 2016, Internet Explorer, Chrome, and Outlook.
- Experience supporting Windows 7 and Windows 10 operating systems, Citrix, VPN, and remote access technologies.
- Experience with HP and Dell laptop/desktop systems and peripheral devices (printers, etc.).
- Basic understanding of networking technologies such as IP addressing, DNS, DHCP, and VPN client configuration.
- Knowledge of security applications, including antivirus software.
- Familiarity with mobile device management, including Android, iPhone, and Blackberry UEM (a plus).
- Knowledge of SharePoint 2016 (a plus).
- High School Diploma or equivalent (required).
- Associate’s Degree or Bachelor’s Degree (preferred).
- 3 years of experience with a High School Diploma, 2 years with an Associate’s Degree, or 0 years with a Bachelor’s Degree.
- Certifications such as MCP, MCDST, or CompTIA A are a plus.
- Experience with ticketing systems.
- Additional technical certifications or relevant experience in IT support.
- Health Insurance
- 401k
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from HEPCO, Inc and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.hepcoinc.com/privacy/
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, national origin, age, veteran status, disability, or any other protected class.
Salary : $22
