Helpdesk Analyst II

Job Title: Helpdesk Analyst II

Department: Milner Technology Services

Reports to (Title): Manager

Date: 04/11/2025

BASIC FUNCTION

Primary Responsibility: The Helpdesk Analyst II is responsible for providing technology support for helpdesk calls. Resolve calls immediately while on the phone with the customer. Capable of handling advanced issues involving more complex, sophisticated equipment and problems. Duties include entering calls into tracking system, prioritizing calls, evaluating calls, resolving calls, and escalating calls as required and following up with customers as needed. Assist System Technicians in troubleshooting problems. Escalate problems to Manager when necessary.

WORK DUTY PERFORMED

• Achieves expected productivity levels associated with assigned workload and level of experience.
• Monitor customer environments with remote management tools
• Answer incoming phone calls and escalated phone calls to determine if remote support is an option.
• Assist customers remotely with software issues
• Assist customers remotely with desktop issues
• Repair equipment without recalls or delay.
• Maintain schedule.
• Avoid unnecessary calls or recurring work.
• Encourage purchase of maintenance contracts and accessories, assist in pursuing all opportunities.
• Aid tiered helpdesk analysts with troubleshooting and preventative maintenance procedures.
• Participate in training and self-study programs to gain and maintain appropriate product knowledge.
• Complete equipment installations remotely according to schedule and train customers in all operations of assigned equipment.
• Communicate with customers, dispatch personnel, and manager to resolve problems in a expedient manner.
• Complete required paperwork and ticket updates in an accurate and timely manner on every call.
• Write knowledge base articles of resolution to assist in future troubleshooting.
• Perform other duties as required.
  
  

Education Requirements

• 4-year college degree in a technical (MIS, IT) program or equivalent experience
• Technical hardware knowledge
• Microsoft 365 Certified Preferred
• CompTIA A , CompTIA Network , CompTIA Security Preferred
  
  

Experience Requirements

Minimum of 5-year experience on a helpdesk.

Experience Required In The Following Areas

• Computer networking.
• Server operating systems.
• Apple operating systems.
• Advanced network training and experience
• Experience installing network systems in the field
  
  

Additional Skills Required

• High level of network systems and troubleshooting
• Excellent verbal and written communication skills.
• Excellent customer service skills
• Ability to diagnose and troubleshoot methodically and efficiently.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.
  
  

WORK ENVIRONMENT

• Work in areas which require attention to detail in a varied environment.
• General office environment. May spend long hours sitting or standing.
• Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds
  
  

Special Requirements

• Employee must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.
  
  

BUDGET RESPONSIBILITY

• Secure and maintain work environment, PC, Phone and other assigned equipment