Help Desk Analyst II

Help Desk Analyst II

02 Mar 2024
Georgia, Atlanta, 30301 Atlanta USA

Help Desk Analyst II

Description Join the team at Robert Half with this Help Desk Analyst Opportunity! This long-term contract / temporary to hire employment opportunity is based in the Atlanta, Georgia area. Apply for this position today if you have a can-do attitude and are looking to be part of a highly motivated team. The biggest part of this job is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is important for the chosen candidate to understand how their role as the Help Desk Analyst 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. Candidates should also be aware of how these processes work together to provide superior support and high availability of our business. The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. There might also be times when you need to cover alternative shifts. Apply for this position today if you think you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.How you will make an impact

Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

Provide guidance to Tier 1 support and team members

Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes

Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory Requirements - Microsoft Office 365 experience

Expertise in MS Windows 10

ServiceNow experience preferred

Comprehensive knowledge of Active Directory

Ability to simplify complex problems and build solutions

Ability to multitask and attention to detail are critical

Excellent written, verbal and social communication skills

One or more programming or scripting language skills required

Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

Capable of working independently with minimal oversight

If you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems, you will be strongly preferred

It is preferred for applicants to have a combination of superior customer service skills and technical aptitude

We especially are looking for candidates with ITIL certification

2+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware 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) .

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