Help Desk Analyst II

Kforce has a client in Boca Raton, FL that is seeking a Help Desk Analyst II.

Key Responsibilities:
* Work the IT support queue alongside Level 1 staff, responding to user requests via email, phone, and our ticketing system, while also taking on more complex tickets and escalations that require additional experience and troubleshooting depth
* Provide remote and hands-on support across our Windows and macOS environments, including hardware troubleshooting, software installation, peripheral and printer issues, and basic network connectivity problems
* Perform user account and access tasks in Active Directory and Microsoft 365, including password resets, account creation, group membership changes, mailbox configuration, and license assignments
* Support employee onboarding and offboarding, including account provisioning, device preparation, software installation, and account decommissioning
* Assist with end-user training, providing walkthroughs and guidance on company applications, tools, and IT processes for new hires and during the rollout of new systems
* Use our RMM platform (NinjaOne) to deploy software, push patches, run remote sessions, and assist with routine endpoint maintenance
* Monitor system reports and alerts, flagging deviations and escalating to higher-tier staff when appropriate
* Assist with small IT projects and rollouts, such as hardware refreshes and software deployments, under the direction of senior staff
* Provide guidance and knowledge sharing to Level 1 analysts, helping them grow into more complex troubleshooting work
* Maintain accurate documentation of common issues, resolutions, and changes, contributing to the IT knowledge base and asset management records

REQUIREMENTS:
* Bachelor's degree or 4 years of directly related IT support experience
* Working knowledge of Windows and macOS support, Active Directory, and Microsoft 365
* Experience troubleshooting hardware, software, and network connectivity issues across desktop and laptop environments
* Comfort using RMM and remote support tools for endpoint troubleshooting and software deployment
* Strong problem-solving skills, with the ability to work through complex tickets independently and recognize when to escalate
* Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users
* Ability to multitask and prioritize in a fast-paced environment
* Commitment to continuous professional development

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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