We are on the lookout for a Help Desk Analyst II to join our team in the healthcare and social assistance industry, based in Dublin, Ohio. As a Help Desk Analyst II, your role will mainly involve managing customer support requests, updating systems, and providing essential troubleshooting. You will also be tasked with managing security badges, conducting basic support tasks, and tracking IT assets to ensure optimal operational efficiency.
Responsibilities
• Efficiently manage and respond to user requests in the ticket queue
• Maintain and update request categories within the ticketing tool and manage permissions
• Perform updates to support automation and improve system workflows under supervision
• Conduct account updates, password changes, and organizational unit assignments in active directory
• Handle the creation, deactivation, and termination of user accounts, and manage group memberships in active directory
• Escalate issues to administrators with Tier 3 or supervisor approval when necessary
• Administer security badges and accounts in the Access Control system
• Perform basic troubleshooting and support tasks, including account setup, deactivation, and user account changes
• Provide basic troubleshooting for all communications platforms and escalate to admins when necessary, with appropriate approvals
• Troubleshoot VPN/workstation connectivity issues and support the installation/setup of VPN software
• Manage vendor account setups for VPN access when needed
• Oversee and track IT assets within the ticketing tool to ensure accurate inventory and resource allocation.
• Extensive experience in Android Development is required.
• Proficient in Cisco Technologies, with the ability to troubleshoot and resolve network issues.
• Demonstrated expertise in Citrix Technologies, with a focus on virtualization solutions.
• Proficiency in using and troubleshooting Mac Computers is required.
• Strong knowledge of Microsoft suite of products, including Office, Windows, and Server.
• Experience in managing Active Directory including user setup, rights, and permissions.
• Familiarity with Apple Devices, including setup, configuration, and troubleshooting.
• Solid understanding of Computer Hardware, with the ability to diagnose and repair issues.
• Experience in Configuration Management, including maintaining systems and ensuring they are up-to-date and secure.
• Skilled in Deployments, including planning, executing, and managing software and hardware installations.
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