Help Desk Analyst II - North Kingstown - ref. n62730519

We are inviting applications for the role of Help Desk Analyst II. This position spans across the IT industry and is located in Southern Rhode Island. You will be accountable for providing excellent technical support, guaranteeing the seamless operation of our IT systems, and proactively solving problems.

Responsibilities:

• Ensure prompt resolution of IT support tickets while maintaining clear and detail oriented communication
• Provide IT support to employees, ensuring a high level of customer satisfaction
• Troubleshoot and support PCs, printers, peripherals, and network connectivity issues with a customer-first mindset
• Assist employees with technology issues so they feel supported and empowered
• Adhere to established IT policies and procedures to ensure efficient issue resolution
• Take responsibility of technical issues, seeing them through to resolution with minimal supervision
• Contribute to IT projects and assist with system administration tasks as needed
• Support users on physical desktops, laptops, and Virtual Desktops
• Develop knowledge base articles for self-help issues
• Maintain hardware and software within the ticketing system
• Onboard and remove employees
• Work in a dynamic environment, ready to tackle challenges as they arise
• Be available during normal business hours with occasional off-hour/weekend projects
• Identify problems, draw valid conclusions, and suggest solutions.
• Bachelor's Degree in IT or equivalent experience.
• Minimum of 3 years of IT support experience in a helpdesk or desktop support role.
• Strong working knowledge of Windows 11, Office 365, OneDrive, Sharepoint and Teams, MFA, Zebra printers, and networking concepts.
• Experience troubleshooting and repairing desktops, laptops, troubleshooting virtual desktop environments, supporting mobile devices, including iPhones, iPads, and Surface tablets.
• Excellent written and verbal communication skills with a focus on user-friendly support.
• Ability to multitask and manage multiple customer support requests efficiently.