Help Desk Analyst

Help Desk Analyst II

Role Overview

• Department: Digital Workplace / Information Technology

• Work Arrangement: Remote

• Reports To: Help Desk Manager or designated Digital Workplace leader

• Employment Type: Full-time

Position Summary The Help Desk Analyst II is an experienced Tier 1 support professional who delivers responsive, high-quality remote technical support while helping establish and mature a consistent Tier 1 operating model. This role combines customer support, advanced Tier 1 troubleshooting, documentation ownership, process development, peer mentoring, and high-availability coverage. The Analyst II serves as a dependable first point of contact for employees, owns incidents and service requests through resolution or effective escalation, and translates recurring support needs into repeatable knowledge, training, and service improvements. The position is expected to work independently, maintain strong ticket discipline, and help improve the scalability and reliability of remote support across business hours and time zones.

What Success Looks Like

• Reliable Support: Users receive timely, professional support and clear ownership from intake through closure.

• Repeatable Operations: Tier 1 work is supported by accurate articles, runbooks, scripts, and escalation standards.

• Stronger Coverage: Shift handoffs, priority response, and schedule participation support dependable availability.

Essential Duties and Responsibilities

• Service & Support Operations:

  • Serve as a primary point of contact for support requests received through phone, chat, email, the self-service portal, and approved remote channels.

  • Log, categorize, prioritize, troubleshoot, resolve, and document incidents and service requests in the IT service management platform.

  • Deliver advanced Tier 1 support for endpoint, productivity, collaboration, identity, access, connectivity, peripheral, and approved software issues.

  • Provide priority response for business-critical users and services according to established severity, escalation, and communication procedures.

  • Participate in scheduled coverage, shift handoffs, after-hours support, or on-call rotations when assigned.

• Troubleshooting & Escalation:

  • Apply structured troubleshooting methods, documented procedures, and sound judgment to increase first-contact resolution and reduce avoidable escalations.

  • Maintain ownership of assigned tickets, provide clear status updates, confirm resolution, and ensure accurate closure notes.

  • Escalate issues outside Tier 1 scope with complete diagnostic information, business impact, actions attempted, error details, and clearly identified next steps.

• Tier 1 Program Development & Continuous Improvement:

  • Help design, document, and mature the Tier 1 support model (service scope, intake standards, support pathways, escalation criteria, quality expectations, analyst workflows).

  • Develop practical intake questions, troubleshooting scripts, ticket templates, checklists, and resolution standards.

  • Identify repeated incidents, service friction, training needs, and process gaps to recommend improvements.

  • Contribute to service metrics and quality reviews (response/resolution performance, first-contact resolution, customer satisfaction, ticket/escalation quality).

  • Support onboarding and readiness activities for new analysts, services, acquisitions, office integrations, and major technology changes.

  • Identify opportunities for self-service, automation, and request standardization.

• Documentation & Knowledge Management:

  • Create, review, test, and maintain knowledge base articles, standard operating procedures, runbooks, troubleshooting guides, and training content.

  • Write clear, audience-appropriate documentation with accurate prerequisites, steps, outcomes, escalation points, ownership, and revision information.

  • Convert successful resolutions and recurring support patterns into reusable knowledge.

  • Partner with Tier 2, infrastructure, security, applications, and endpoint teams to capture support boundaries and complete knowledge transfer.

  • Periodically validate documentation for technical accuracy, usability, and lifecycle status.

• Leadership & Collaboration:

  • Act as an informal escalation resource and mentor for Tier 1 Analyst I team members while staying within role-based access limits.

  • Model strong ticket ownership, customer communication, troubleshooting discipline, security awareness, and documentation practices.

  • Provide constructive peer guidance and share knowledge through demonstrations, job aids, coaching, and team discussions.

  • Collaborate effectively across Digital Workplace and other technology teams to restore service and improve the employee experience.

Required Knowledge, Skills, and Abilities

• Customer Support: Empathetic, professional communication; active listening; expectation setting; de-escalation; and support for employees at all organizational levels.

• Troubleshooting: Structured problem-solving, diagnostic questioning, pattern recognition, independent judgment, and the ability to distinguish symptoms from likely causes.

• ITSM Practices: Working knowledge of incident, request, priority, escalation, service level, and knowledge management practices; strong ticket hygiene and ownership.

• Technical Writing: Ability to create concise, accurate, repeatable, and audience-appropriate technical documentation and training materials.

• Remote Support: Ability to guide users remotely, use approved remote-control tools responsibly, and troubleshoot effectively without physical access to the device.

• Technical Foundation: Practical support knowledge of Windows endpoints, Microsoft 365 productivity/collaboration tools, identity and access, VPN/connectivity, mobile devices, printers, and peripherals.

• Program Building: Ability to organize undefined work, create standards and templates, identify service gaps, and turn emerging support practices into a repeatable Tier 1 program.

• Availability & Reliability: Dependable attendance, timely shift transitions, calm response during priority incidents, and willingness to participate in assigned extended-hours coverage.

• Security & Compliance: Ability to follow identity verification, least-privilege, data protection, and approved support procedures without bypassing controls.

Education and Experience

• High school diploma or equivalent required; associate or bachelor degree in information technology or a related discipline is preferred.

• Typically two to four years of help desk, service desk, end-user support, or comparable technical support experience.

• Demonstrated experience supporting users remotely in a ticket-driven environment.

• Demonstrated experience creating or maintaining technical documentation, knowledge articles, training material, or operating procedures.

• ITIL Foundation, CompTIA, Microsoft, ServiceNow, or other relevant technical certifications are preferred.

Working Conditions and Availability

• Remote-based role requiring extended computer, telephone, chat, and video collaboration use.

• Must maintain a professional, secure, and reliable remote work environment with dependable connectivity.

• Work schedule may be aligned to a defined time zone or coverage window and may include staggered shifts, holidays, extended hours, or an on-call rotation based on business need.

• May occasionally support planned changes, major incidents, acquisition integrations, or other events outside normal working hours.

• Must be able to manage competing priorities and sustain high-quality communication during periods of elevated demand.

Performance Indicators

• First-contact resolution and appropriate resolution at Tier 1.

• Response and resolution performance against established service targets.

• Customer satisfaction and quality of user communication.

• Ticket accuracy, completeness, ownership, and closure quality.

• Escalation quality and reduction of avoidable reassignment or rework.

• Knowledge articles and procedures created, improved, validated, and used.

• Contribution to analyst onboarding, mentoring, service improvement, and reliable schedule coverage.

Career Progression Typical progression: Help Desk Analyst I → Help Desk Analyst II → Senior Analyst / Specialist → Team Lead, Incident Coordinator, or Tier 2 support role. Progression depends on demonstrated technical depth, service ownership, documentation quality, program contribution, and leadership readiness.

Equal Opportunity and Role Flexibility This job description identifies the primary responsibilities and qualifications of the role. Duties may evolve based on business needs, technology changes, and service maturity. Reasonable accommodations may be made for qualified individuals in accordance with applicable requirements. Verdantas is committed to providing equal employment opportunities consistent with applicable law and company policy.