Help Desk Analyst II

Description

We're seeking a dedicated Tier 2 Help Desk Technician to join a dynamic IT team supporting a multi-location organization with a blend of corporate staff and field personnel. This opportunity involves managing escalated technical support requests in a high-volume ticketing environment while delivering exceptional customer service. If you excel at troubleshooting, have strong organizational skills, and enjoy working in a collaborative and purposeful environment, this role could be a great fit for you.

Key Responsibilities

• Manage 6-10 tickets per day within a large-scale support structure averaging 1,400 tickets a month, ensuring prompt resolution for escalated technical issues.
• Troubleshoot and resolve issues with Windows OS (95% of devices), as well as Macs, iPads, tablets, mobile devices, printers, and peripherals.
• Provide expert support for Office 365 (O365), Microsoft Teams, Teams Phones, Zoom, and Active Directory (AD).
• Perform basic network troubleshooting, diagnosing connectivity, DNS, and TCP/IP issues as needed.
• Use remote monitoring and support tools to address issues across multiple locations.
• Set up and maintain A/V systems, including PA systems, microphones, amplifiers, and other audio-visual equipment, often used in chapel settings.
• Exercise patience and empathy when assisting less technically savvy users, such as the Sisters and staff members, to ensure a positive support experience.
• Maintain detailed documentation on ticket statuses and resolutions, ensuring meticulous organization while traveling to different locations.
• Deliver excellent customer service, multitasking effectively to prioritize and juggle multiple tasks and deadlines in a high-demand environment.

Requirements

Qualifications

• Minimum2-3 years of experiencein a help desk or technical support role, with exposure to a Tier 2 capacity highly preferred.
• Extensive hands-on knowledge ofWindows OSandActive Directory (AD), with familiarity supportingmacOSconsidered a plus.
• Proficiency withOffice 365, including Teams and other collaboration tools.
• Experience troubleshootingmobile devices, tablets, and associated peripherals.
• Basic understanding of networking concepts such asDNS,DHCP, andTCP/IP protocol.
• Familiarity with A/V systems (e.g., PA systems, microphones, amplifiers) is a strong plus.
• Strong organizational skills with excellent attention to detail when managing tickets and resolutions.
• Ability to work independently and collaboratively within a small, distributed team of8 techniciansacross multiple regions.
• Patience and empathy for non-technical users and support scenarios common in religious or non-corporate settings. Experience working at a religious institution is a plus.
• Exceptional multi-tasking and communication skills.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.