We are seeking a skilled and customer-focused Help Desk Analyst Level 2 to join our client based in Lower Bucks County.
This role is ideal for a problem-solving professional who thrives in a fast-paced environment, with a strong ability to resolve complex technical issues and provide exceptional service to end-users. As a Level 2 Analyst, you will be responsible for troubleshooting and resolving a wide range of technical issues across hardware, software, and networking environments.

Key Responsibilities:

Provide advanced technical support to end-users, resolving issues escalated from Level 1 Help Desk teams, ensuring timely resolution and excellent service. Troubleshoot and diagnose technical issues related to desktops, laptops, operating systems (Windows/macOS/Linux), and network connectivity. Manage, prioritize, and resolve incidents and service requests within established SLAs. Assist with system upgrades, patches, and configurations to maintain system performance. Support and maintain remote access tools, VPNs, and other software that enable employees to work remotely. Document and track technical issues, resolutions, and ongoing trends in a knowledge management system for continuous improvement. Collaborate with internal IT teams and third-party vendors to escalate and resolve more complex technical issues. Provide end-user training on best practices for system usage, security protocols, and troubleshooting basic issues. Assist in preparing and delivering regular reports on help desk metrics, system performance, and issue trends. Maintain an awareness of the latest technology developments to assist with proactive troubleshooting.

Requirements:

Proven experience in a Level 2 Help Desk or IT Support role, with at least 3 years in troubleshooting and support. Strong knowledge of Windows, macOS, and Linux operating systems, along with troubleshooting experience on both desktop and server environments. Experience with Active Directory, Microsoft Exchange, Office 365, and remote desktop tools. Familiarity with network protocols (TCP/IP, DNS, DHCP, VPN) and basic networking concepts. Excellent communication skills, with the ability to translate technical jargon into clear, understandable language for non-technical users. Strong problem-solving and analytical skills with a detail-oriented approach to work. Ability to work well under pressure and manage multiple tasks in a dynamic environment. Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), ITIL Foundation, or equivalent are a plus.