We are looking for a skilled Help Desk Analyst II to join our team in Tallahassee, Florida. This Contract-to-Permanent position offers an exciting opportunity to provide advanced technical support and troubleshooting within client environments. The ideal candidate will have a strong background in Microsoft systems, networking, and virtualization platforms, along with excellent customer service skills to ensure smooth operations.

• Provide advanced troubleshooting and support for Windows 10/11, Microsoft Office 365, EntraID, and Active Directory, including managing accounts, permissions, and group policies.
• Diagnose and resolve network issues related to routing, switching, VLAN configurations, and overall connectivity.
• Administer and support virtualized environments using VMware and Hyper-V.
• Manage backup and recovery solutions, with a focus on Veeam.
• Act as an escalation point for Tier 1 technicians, offering guidance and resolving complex technical issues.
• Handle service tickets in a system like ConnectWise, ensuring proper documentation and timely resolution.
• Support multiple client environments, adapting to diverse business processes and infrastructure setups.
• Create and maintain technical documentation, including troubleshooting guides and procedural workflows.
• Collaborate in project work such as system upgrades, migrations, and client onboarding.
• Communicate effectively with end users, providing clear updates and technical guidance.
• Strong expertise in troubleshooting Microsoft environments, including Windows 10/11, Office 365, EntraID, and Active Directory.
• Proficient in network troubleshooting, including routing, switching, and VLAN configurations.
• Familiarity with virtualization platforms such as VMware and Hyper-V.
• Experience with backup and recovery solutions, preferably Veeam.
• Excellent customer service and interpersonal skills, with the ability to communicate clearly and professionally.
• Ability to manage priorities across multiple client environments.
• Experience with ticketing and documentation systems like ConnectWise.
• Industry certifications such as CompTIA Network+, Microsoft certifications, Cisco, or VMware are highly desirable.
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