Helpdesk Analyst II

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

Not verified

Relocation assistance

Not verified

Childcare support

Not verified

Learning budget

Not verified

Verification

Not verified checked Jun 13, 2026

Salary

Not verified

401(k) match

Reported from DOL Form 5500 industry filing (not employer-specific)

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Market context

U.S. role benchmark (BLS OEWS)

$78,856 U.S. median for this role

Projected growth (BLS Employment Projections)

+0.8% - Slower

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function

Customer Success From the posting source checked Jun 20, 2026

Seniority

Mid From the posting source checked Jun 20, 2026

Work mode

Hybrid From the posting source checked Jun 20, 2026

In-office days

2 days From the posting source checked Jun 20, 2026

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Equity

Offered Verified - SEC 10-K source checked Jun 20, 2026

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Helpdesk Analyst II Philadelphia, PA, United States #LI-CF2 #LI-Hybrid Essential Functions and Primary Duties Open tickets and troubleshoot issues to achieve first call resolution metrics. Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets. Troubleshoot and address second level support tickets. Utilize general troubleshooting techniques and available resources provided in order to diagnose and resolve issues. Fully document all associated resolutions and/or actions taken in the ticketing software system by means of knowledgebase articles and other technical documentation. Provide routine preventative maintenance tasks as defined by service level agreements. Assist with client onboarding projects and other tasks/projects as assigned. Strong and consistent communication with internal staff as well as with customers. Assist with process improvements and service delivery on a continuing basis. Responsible for maintaining relevant technical certifications as needed. Includes, but not limited to, Microsoft, Citrix, VMWare, and Cisco certifications. Provide off-hours support for emergency calls as a member of an on-call rotation. Perform tasks as assigned by management. Preferred Qualifications Previous MSP experience 3-5 years of experience in a previous help desk environment Experience with Microsoft 365, Windows Workstation, Active Directory Strong organization and customer service skills MS Certification - e.g. MS-102 or MD-102 Minimum Qualifications Bachelor's degree in relevant field 3 years of relevant work experience Achieve professional certifications relative to area of expertise, must have and preserve required licenses Must possess analytical skills Proficient use of applicable technology Demonstrated ability to communicate verbally and in writing throughout all levels of

Read the full description at ebez.fa.us2.oraclecloud.com. FewerJobs shows a preview and links to the original posting.