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Helpdesk Analyst II

Company: Kelly IT
Location: Broomfield
Posted on: November 9, 2019

Job Description:

Helpdesk Analyst II Broomfield, COTemp to HireSummary:

  • Responsible for providing Tier 2 support for Information Technology related items by answering questions or resolving problems in person, via telephone or from a remote location.
  • Assists Tier 1 teammates via escalated issues, tickets, guides and teaching them proper procedures. Provides training & technical assistance to end users as needed.
  • Monitors and upgrades existing systems.
  • Determines user specifications for hardware and software. Assists Network and System Administrators with implementation of special projects.User Support Analysis:
    • Mentors, trains and assists Tier 1 Helpdesk Technicians as needed via escalated issues and tickets.
    • Diagnoses calls to determine level of technical assistance required; if unable to resolve problems, transfers call in accordance with escalation procedures.
    • Provide support for all user IT related issues; work with available resources to provide effective solutions, break/fix and problem resolution.
    • Train users in the proper use of hardware and software as necessary.
    • Documents technical and non-technical solutions and processes
    • Creates, updates, and deletes Active Directory objects and permissions.
    • Maintains IT equipment database.
    • Perform Active Directory & SAP password resets as needed.
    • Responsible for daily operational tasks related to system and data backups at all facilities.REQUIRED QUALIFICATIONSKnowledge, Skills and Abilities:
      • Ability to work under the pressure of and meet deadlines
      • Effectively operate within a dynamic multi-tasking environment
      • Knowledge of computer solutions including Microsoft Windows Server, Microsoft Windows, Microsoft Office, Helpdesk ticketing systems and understanding networking systems
      • Ability to utilize Lean Six Sigma as a continuous improvement methodology to eliminate waste, improve accuracy and build quality into processes and solutions.
      • Demonstrated knowledge using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications
      • Ability to know your audience and communicate with all levels of the organization
      • Ability to configure Outlook/Exchange and solve Outlook configuration issues such as permissions, views, calendar sharing, email rules, data migration, etc.
      • Ability to lift and carry computers and computer monitors (up to 25 lbs.)Education, Certification/License & Work Experience:
        • Associates Degree in Computer Science or related discipline preferred
        • 3-5 years of related experience Desktop Support role
        • Comp TIA A+ Certification, required
        • Comp TIA Network+ Certification, preferred
        • Microsoft MCITP: Windows 7 or Windows 10, required
        • Microsoft Office Specialist (MOS) Certification, preferredIf you are interested in this role, then please feel free to reach out directly to: or 720-863-7864-- - provided by Dice

Keywords: Kelly IT, Broomfield , Helpdesk Analyst II, IT / Software / Systems , Broomfield, Colorado

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