Help Desk 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. This Service Desk Analyst job's main duty is to 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 will spend your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. Understanding Incident, Problem, Change Management and other processes is also important. Also, how these processes work together to provide superior support and high availability of our business. You will be successful at this Analyst job if you can cover alternative shifts when needed.Your responsibilities- Provide guidance to Tier 1 support and team members- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory- If you can facilitate user account management by handling onboarding, change and departure processes, you'll do well in this job- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment Requirements - 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Strong communication and interpersonal skills (verbal, written, and listening)- ITIL certification is a big plus for this job- Can work independently with minimal supervision- Ability to multitask efficiently and prioritize work- Well-founded grasp of hardware & software installation- Expertise in customer service- Skills in DNS- Deep understanding of Password Changes- Wide ranging experience with Basic Network Troubleshooting- Previous experience working with VoIP- Experience with Microsoft Exchange- Comprehension of Microsoft Office 365- Quality experience with Hardware and Software- Ability to recognize, evaluate, and resolve problems effectively- If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred- 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- Complex problem solving skills are a must. Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction 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.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.© 2023 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.