Help Desk Analyst II

Cincinnati, OH
Full Time
IT
Mid Level

Title: Help Desk Analyst II 
Location: Cincinnati, OH 
Division: Enerfab Shared Services 
Direct Report: IT Operations Manager 

Company Summary:  
Enerfab has over 120 years of experience, offering fabrication and construction capabilities to a wide variety of customers for the chemical, food & beverage, oil & gas, heavy industrial and power industries. Founded in 1901, our company began making sealants and lacquers — including a patented formula for brewer’s pitch — for beer tanks and vessels. Over the last century, our expanded capabilities, project experience, safety record, and commitment to quality have made Enerfab one of the industry leaders in shop fabrication, field erection and construction and maintenance services. 
 

The Help Desk Analyst II will play a crucial role in providing technical support, resolving escalated IT issues, and assisting end-users with complex technology-related inquiries. 

Key Responsibilities: 

  1. User Support and Escalation: 

  • Act as a point of escalation for complex IT-related inquiries, issues, and service requests from employees. 

  • Provide advanced technical support via phone, email, or in-person and ensure timely issue resolution. 

  1. Technical Troubleshooting and Resolution: 

  • Diagnose and resolve advanced hardware and software problems, including desktops, laptops, printers, mobile devices, and network issues. 

  • Investigate and troubleshoot challenging technical issues with a focus on root cause analysis. 

  1. Software and Application Support: 

  • Assist users with advanced software installations, updates, and troubleshooting. 

  • Collaborate with software vendors and internal teams to resolve application-related issues. 

  1. Hardware Maintenance and Configuration: 

  • Perform advanced hardware maintenance tasks, such as configuring workstations, imaging devices, and managing equipment inventory. 

  • Coordinate complex hardware repairs or replacements with vendors. 

  1. Access Control and Security: 

  • Manage user accounts, access permissions, and password policies according to company security standards. 

  • Monitor and respond to security incidents and vulnerabilities. 

  1. Training and Documentation: 

  • Develop and maintain technical documentation, user guides, FAQs, and knowledge base articles. 

  • Provide training and guidance to end-users and junior IT staff on advanced IT tools and applications. 

  1. IT Project Support: 

  • Assist in the planning and implementation of IT projects, such as system upgrades, migrations, and deployments. 

  • Collaborate with project teams to ensure successful project outcomes. 

  1. IT Governance and Compliance: 

  • Ensure compliance with IT policies, procedures, and best practices. 

  • Participate in IT governance and audit activities as required. 

Qualifications: 

  • Associate degree or equivalent (Bachelor's degree or relevant certifications are a plus). 

  • 3-5 years of experience in IT support, help desk, or a related technical role, with a focus on complex issue resolution. 

  • Proficiency in Windows operating systems, Microsoft Office Suite, and advanced troubleshooting tools. 

  • Strong analytical and problem-solving skills. 

  • Excellent communication, customer service, and interpersonal abilities. 

  • Ability to work independently and mentor junior IT staff. 

  • Familiarity with IT service management (ITSM) and incident management tools. 

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