IT Helpdesk Analyst II

Position Summary

The Helpdesk Analyst serves as the organization’s front-line technical support resource, assisting end users with a wide range of hardware, software, and account-related issues. This role requires strong troubleshooting ability, exceptional customer service, and the capacity to triage and resolve incidents in a fast-paced environment. Analysts may resolve issues directly or escalate complex problems to senior IT personnel when needed.

Responsibilities

Duties include, but not limited to: 

• End-User Support
• Respond to technical inquiries via phone, email, chat, remote session, or in person.
• Diagnose and resolve hardware/software issues across desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot operating system errors, application issues, and network connectivity problems.
• Provide professional, high-touch support to users at all levels, including VIPs.
• Walk users through step-by-step resolutions to promote self-sufficiency.
• Ticket Management
• Log, categorize, and prioritize all incoming support tickets using the organization’s ITSM platform.
• Analyze call/ticket logs to identify recurring issues or trends.
• Escalate unresolved or complex issues to Tier 2/Tier 3 teams with detailed documentation.
• Account & Access Administration
• Perform password resets, unlock user accounts, and manage basic provisioning/deprovisioning across identity systems.
• Support onboarding/offboarding workflows including device preparation and account setup.
• AV support for conference rooms.
• Device & Application Support
• Install, configure, and update operating systems and approved software.
• Support endpoint management tools such as Intune and Autopilot.
• Maintain antivirus, security agents, and compliance-related configurations.
• Documentation & Continuous Improvement
• Create and maintain knowledge base articles, user guides, and troubleshooting documentation.
• Contribute to improving helpdesk workflows and service quality.
• Ensure all ticket documentation is complete, accurate, and auditable.

Qualifications

Citizenship: Must be a US citizen

Minimum Required Qualifications

Clearance: none

Education: Bachelor's Degree

Years of Experience: 4-6

Certifications: 

• CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.

Preferred Qualifications

Clearance: ability to obtain

Education: Bachelor's Degree

Years of experience: 4-6

Certifications:

• CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.

Technical Skills

• Operating Systems proficiency
• Networking fundamentals
• Hardware and software troubleshooting
• Remote tools support
• Identity and user management
• Ticketing and Service management
• Scripting and automation basics
• Microsoft 365

Interpersonal Skills

A strong Helpdesk Analyst delivers high-quality support, communicates clearly, manages workload efficiently, and contributes to continuous improvements in user experience and IT service delivery. They maintain calm professionalism, demonstrate ownership of issues, and follow through until resolution.

Additional Information

Location: Wakefield, MA or Lincoln, MA

Travel: 10%

Remote, Onsite, or Hybrid: Hybrid

#LI-MP1

Company Overview

Odyssey is a world-class technical, engineering, and integration company serving the warfighting ecosystem with airborne integration, ISR, C2, and warfighter readiness capabilities. Odyssey meets the military’s operational needs by integrating layered defense systems from equipment, technology, and services to data, information, and business operations. We streamline defense acquisition and sustainment, engineering the technical battlefield with domain-specific proficiency to ensure lethality. Odyssey is dedicated to excellent contract execution, peak organizational performance, and fostering a workplace built on employee care.

Odyssey is proud to live out our core values of commitment, ambition, and respect in our work and communities through OdysseyCares, a philanthropic group focused on giving back through direct donations, an employer match program, and volunteering events.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Please Note:

Final compensation for this position will be determined by various factors such as the Federal Government contract labor categories and contract wage rates, relevant work experience, specific skills and competencies, geographic location, education, and certifications.

This position is filled through continuous recruitment and will remain open until a sufficient pool of applications has been received.Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, Tricare supplement, short-term disability, long-term disability, 401(k) match, flexible spending accounts, health savings accounts, employee assistance program, learning and development benefit, paid time off, and holidays.Odyssey Benefits