Help Desk Analyst II

Job Description Job Description Job Summary: We are seeking a highly motivated and skilled IT professional with Level 2/3 support experience to join our Systems Support team. The ideal candidate will manage escalated technical issues, provide white-glove support to executives, and ensure smooth IT operations across the organization. This role entails a mix of technical expertise, customer service, and team collaboration. Key Responsibilities: Escalation Management: Handle advanced technical issues escalated by other team members, ensuring timely resolution of complex problems. Executive Support: Deliver white-glove IT support to the board of directors, transitioning this responsibility fully over time. Application Support: Support in-house applications tailored to FinTech. Experience within the banking sector is highly desirable. ITSM and Ticketing: Work within the Halo ITSM system to manage tickets, track asset inventory, and build a robust knowledge base for user self-service. End-User Support: Provide phone support (20-50 calls daily) and handle in-person walk-ups. Troubleshoot and resolve M365 and Microsoft Office-related issues. Hardware Deployment: Image and deploy laptops to end users. Manage hardware inventory and asset assignments in Halo ITSM. Documentation: Develop and expand the knowledge base with user-friendly articles, contributing to the migration from Confluence to Halo. User Administration: Perform Active Directory tasks, including account setup, access modifications, and deactivations. Software Deployment: Utilize SCCM for distributing software packages across the organization. Networking Basics: Address Level 1 networking issues, including troubleshooting switches, with the ability to escalate to the networking team when necessary. Physical Requirements: Handle server room tasks and lift up to 50 lbs as needed. Offboarding Processes: Provide support for transitions away from VDI setups (nice-to-have). Qualifications: Proven experience in Level 2/3 support or a similar technical role. Familiarity with ITSM systems (experience with Halo ITSM is a plus). Strong knowledge of M365, Microsoft Office products, and Active Directory. Experience in imaging and deploying laptops, as well as creating technical documentation. Familiarity with SCCM and software deployment processes. Basic networking knowledge and experience troubleshooting switches. Prior experience in a banking or FinTech environment is a significant advantage. Excellent communication and customer service skills, with a proactive and solution-oriented mindset. Ability to multitask while managing phone queues and walk-up inquiries effectively. Physical capability to work in server rooms and handle equipment weighing up to 50 lb

Location: Needham, MA, US

Posted Date: 6/26/2025