Help Desk Analyst II

Chicago, IL, US

Hybrid - Chicago location / Home Office

The Help Desk Analyst II provides support and is responsible for answering and resolving technical support calls from employees in our corporate headquarters, 12 remote sites in the US, backup to 19 sites internationally, and approximately 400 additional users from within our remote sales force for a total of approximately 2800 users. This position will resolve basic and advanced technical issues both software and hardware related. This position will also be the IT departments go to technicians when project help is needed. The Helpdesk Technician II reports directly to the Helpdesk Supervisor.

Position Responsibilities

  • Successfully answers and resolves incoming technical support issues through email or technical support help line
  • Provides assistance and training to other Helpdesk technicians in solving more technical problems and inquiries. Refers problems and inquiries to more experienced technical staff or management if necessary.
  • Assists IT management and other senior IT technical staff in developing departmental and Helpdesk guidelines and operating procedures.
  • Train other staff and stakeholders on technical issues as needed.
  • Contributes to cumulative call and ticket SLA’s

The position responsibilities outlined above are in no way to be construed as all encompassing.  Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.


Position Requirements

Knowledge, Skills, and Abilities:


  • Willingness to work as part of a team and contribute to the success of the group.
  • Demonstrated ability to identify and understand complex issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.
  • Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
  • Ability to manage calls (within ACD phone system preferred).
  • Demonstrated ability to effectively take action to solve advanced problems while exhibiting sound judgment and successful stress tolerance.
  • Excellent organizational skills, including the ability to work effectively under pressure and deal with multiple priorities.
  • Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
  • Results-oriented to ensure delivery of appropriate products and services in an accurate, complete, and timely fashion.




  • Two (2) years of increasingly responsible experience performing helpdesk/service desk functions.
  • Mid-level understanding of networking, Windows 7/10, Active Directory, DNS, DHCP, Group Policy, Microsoft Office 365, SharePoint Online, SCCM and backup utilities.


  • Bachelor’s degree from an accredited college in Business Administration – Information systems or related field.
  • A++, MS, ITIL, VMware, ServiceNow certifications a major plus
  • Advanced knowledge and troubleshooting skills in the following: Windows 7/10, Windows Server 2012/2016/2019, VMware vSphere, VMware Horizon, SCCM, iPhone/iOS


Nearest Major Market: Chicago

Job Segment: Help Desk, Information Technology, System Administrator, Technical Support, Service Desk, Technology, Customer Service