User Support Analyst II

Description Looking for a new opportunity? This growing company's Help Desk Analyst position might be right for you. This is a position for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. Service Desk Analysts represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. You'll mostly be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. We also need the chosen candidate for the Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. This includes understanding Incident, Problem, Change Management and other processes. If you understand how these processes work together to provide superior support and high availability of our business, you will have an edge over the competition. There might also be times when you need to cover alternative shifts.How you will make an impact- Facilitate user account management: Onboarding, change and departure processes- 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- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- 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.For immediate consideration, please send resume directly to Reid Gormly on LINKEDIN Requirements

Top Requirements - Proficiency in ServiceNow Platform- Break Fix experience preferred- Microsoft Windows experience desired- Foundational knowledge in Imanage- Ability to multitask and meet deadlines- This position requires 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 will be best given to a person with ITIL certification- One or more programming or scripting language skills required- Applicants should have a combination of superior customer service skills and technical aptitude- Strong communication skills and able to receive criticism well- 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement- Ability 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 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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.© 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.