What are the responsibilities and job description for the Help Desk Analyst II position at Air Wisconsin Airlines?
Job Details
Description
Job Functions:
User Support / Help Desk
Education & Experience:
None
Work Environment, Physical Demands & Travel
Description
Job Functions:
User Support / Help Desk
- Provide Tier 1–2 support for employee technical issues.
- Resolve login, printing, connectivity, and system performance problems.
- Document issues, resolutions, and follow‑ups in ticketing systems.
- Active Directory knowledge - user/group management: creating/disabling accounts, resetting passwords, unlocking accounts, and managing group memberships.
- Assist with basic network diagnosis (IP/DNS/DHCP issues)
- Troubleshoot wired and wireless network issues.
- Support VPN connections and remote access configurations.
- Apply updates, patches, and company security standards.
- Support malware and virus detection and removal.
- Maintain accurate records of hardware, software, and repairs.
- Communicate clearly and effectively with non‑technical users.
- Escalate advanced issues to senior engineers when needed.
- Provide timely, friendly service to minimize operational downtime.
- A 24/7 rotating on-call schedule is maintained.
- Install, configure, and troubleshoot desktop and laptop systems.
- Perform component repairs and upgrades (memory, storage, peripherals)
- Troubleshoot and fix PC, laptop, printer, and copier hardware problems.
- Track equipment through its lifecycle (deployment → retirement)
- Build, configure, and deploy PCs using imaging tools.
- Install Windows operating systems and company‑approved applications.
- Resolve software errors, conflicts, and performance issues.
- Support endpoint security tools, Windows updates, and patching.
- Judgment and initiative necessary in setting priorities, meeting deadlines and maintaining program requirements. Suggest new policies and procedures to improve value and efficiency within the Safety Management System.
- Frequent personal and telephone contact with others
Education & Experience:
- Associate degree in IT, Customer Service or related discipline
- 3-5 years of experience in IT support or PC repair
- Strong understanding of Windows OS, hardware components, and troubleshooting
- Basic knowledge of networks (TCP/IP, wireless, VPN)
- Ability to lift and move computer equipment as needed.
- Excellent communication and customer service skills
- Minimal travel requirements may be necessary.
- Active Directory management
- Experience with imaging tools (SCCM)
- Knowledge of Microsoft 365 environment
- Basic iSeries knowledge
- CompTIA A or equivalent certification
None
Work Environment, Physical Demands & Travel
- Occasional travel required.
- Majority of time spent at low physical activity level, i.e., sitting.
- Occasional standing, walking, movement required.