IT Helpdesk Analyst - Tier 2 (On-site)

Abc Legal Services - Seattle, WA

Full-time - Mid Level

Remote - Seattle, WA

251-500 employees

Professional, Scientific, and Technical Services

About the position

ABC Legal Services is seeking an experienced IT Helpdesk Analyst II to join our dynamic team. As a national leader in the filing service of legal documents, we pride ourselves on our commitment to technology and customer service. The IT Helpdesk Analyst II will play a crucial role in providing technical support to our user base, which includes both our Seattle headquarters and remote locations. This position is essential for ensuring that our employees have the tools and support they need to perform their jobs effectively. In this role, you will be responsible for responding to escalated support issues and triaging incoming requests. You will work closely with the Help Desk team to manage IT assets, set up and configure workstations, and oversee Office 365 and Active Directory accounts. Your focus will be on enhancing the user support experience, collaborating with the Systems Administrator on the configuration and administration of key business systems, and working with third-party vendors and support teams as necessary. To succeed in this position, you should have a minimum of five years of experience in an IT helpdesk or similar role, with a strong background in supporting both Windows and MacOS environments. Familiarity with remote asset management and a solid understanding of security policies and best practices are also essential. You will be expected to maintain collaborative relationships with team members and other coworkers, ensuring a cohesive work environment that promotes efficiency and productivity.

Responsibilities

• Provide IT Helpdesk support to users in Seattle HQ and remote locations.
• Set up and configure workstations for new and existing employees.
• Manage Office 365 and Active Directory accounts.
• Focus on enhancing users' support experience.
• Manage IT assets and ensure proper inventory control.
• Collaborate with third-party vendors and support teams as needed.
• Work with the Systems Administrator on configuration and administration of key business systems.
• Respond to escalated support issues and triage incoming requests.

Requirements

• Minimum 5 years of working experience in an IT helpdesk or similar role.
• Experience in supporting Windows and MacOS desktop and network environments.
• Experience with remote asset management.
• Job-related certification (MCSE, Network+, or Security+) preferred.
• Good hands-on experience in Microsoft Active Directory (GPO/permissions), Office 365, and Windows Servers.
• Experience with modern ticketing systems (Jira preferred).
• Experience supporting a remote workforce (both at home and in remote offices).
• Experience with direct customer interaction.

Nice-to-haves

• Knowledge of security policies and standard best practices.
• Strong communication skills to maintain collaborative relationships with team members.

Benefits

• Comprehensive Medical, Dental, and Vision coverage
• 401(k) retirement plan with 5% matching
• Paid time off (PTO) and 11 paid holidays per year