Senior IT Help Desk Analyst

Summary

Senior IT Help Desk Analyst serves as a Tier II point of escalation for technical and procedural guidance for Tier I analysts, in addition to supporting Infrastructure teams with projects and incident response efforts.

In our network heavy environment with complex data volumes, a large physical facility footprint, and a sizable remote workforce, this role delivers fast, friendly and effective technical assistance to keep employees productive and minimize downtime.

Essential Duties and Responsibilities

• Provides Tier II technical support for hardware, software, network connectivity, and application issues.
• Acts as a point of escalation for the Help Desk Tier I Analysts, provides training, coaching and guidance as needed.
• Escalates unresolved or advanced issues to the Systems Administrator or Network & Security Administrator with clear documentation and follow-up.
• Conducts informal one-on-one or small-group training for users on new tools, security best practices, and standard procedures.
• Assists with the implementation of IT projects and initiatives, develops project plans and manages through completion.
• Develops and maintains comprehensive technical documentation and processes for the team.
• Participates in Employee Onboarding/Offboarding Tasks, including account provisioning, workstation and peripheral setups.
• Supports mobile device enrollment, configuration, and troubleshooting through MDM tools (e.g., Intune).
• Assists with installation, updates, and basic configuration of approved software and applications.
• Receives, logs, prioritizes, and resolves help desk tickets via phone, email, chat, Teams, and in-person requests.
• Performs password resets, account unlocks, and basic Active Directory / Entra ID user management.
• Guides users through VPN connections, remote desktop access, and secure file-sharing procedures.
• Troubleshoots and supports communication devices including conference room AV equipment.
• Delivers remote assistance to off-site locations and remote workers using tools like Bomgar.
• Provides on-site support to local satellite offices as needed.
• Documents all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing.
• Participates in after-hours on-call rotation (as scheduled) for urgent production or remote-user issues.
• Assists with IT compliance, audit readiness, and security maintenance efforts.
• Maintains accurate records of IT service work and asset management.
• Contributes to a positive work environment through professional, productive communication and effective working relationships, while delivering consistent, responsive, and high-quality customer experience in all interactions with customers, clients, co-workers, and management.
• Maintains regular attendance including being at work, being on time to work and working full shifts.
• Other duties may be assigned.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Greenpoint Core Competencies

• Adaptability - Adapts to changes in the work environment, manages competing demands, and accepts constructive criticism/feedback and changes approach or method to best fit the situation.
• Communications - Expresses ideas and thoughts effectively in verbal and written form, exhibits good listening and comprehension, keeps others informed and uses appropriate communication methods.
• Dependability - Responds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable attendance.
• Initiative - Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, and takes calculated risks to accomplish goals.
• Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness