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Description Looking for a new opportunity? This growing company might have the perfect position for you, in their Help Desk Analyst role! We're seeking a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This is the perfect Service Desk Analyst job for you if you want to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You'll succeed at this job if you're comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. This is the perfect job for you if you want work where you will spend most of your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. This position absolutely must understand how the Help Desk Analyst role relates to IT projects and IT Service Management initiatives. It is important for the chosen candidate to understand Incident, Problem, Change Management and other processes. How these processes work together to provide superior support and high availability of our business is also important. The responsibilities for this Analyst job can sometimes include covering alternative shifts when needed.
Key responsibilities
This job's primary priority is to facilitate user account management by handling onboarding, change and departure processes
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
Provide guidance to Tier 1 support and team members
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment Requirements - Hardware Troubleshooting experience highly desired
Active Directory experience
Foundational knowledge in Ticketing System
Microsoft Windows Server experience required
Windows OS experience
Adeptness in Network Troubleshooting
In this role, the candidate will be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
Must be able to work independently with minimal supervision
Experience in one or more programming or scripting language
ITIL certification is a big plus for this job
This position is best filled with someone who has technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
This position is best filled with someone who has a combination of superior customer service skills and technical aptitude
3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Ability to simplify complex problems and build solutions
Ability to handle multiple tasks to prioritize needs and expedite tasks upon request
Strong communication and social skills Technology Doesn't Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .