Description There is an opportunity for a Help Desk Analyst to join the team at Robert Half! We're looking for some with a can-do attitude who is looking to be part of a highly motivated team, so if that's you, apply today! If you're looking for work where you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services this Service Desk Analyst job might be for you. You might find yourself creating knowledge articles and arranging training for other Service Desk Analysts when needed. 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. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. You might find that you need to cover alternative shifts when needed. We encourage any applicants who fit the description of a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This is a long-term contract / contract to permanent opportunity. This Help Desk Analyst II opportunity will be located in the Atlanta, Georgia area and will be a long-term contract / contract to permanent position.Key responsibilities
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.
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
This position must facilitate user account management by closing 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
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards Requirements - 2+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
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
Must be able to work independently with minimal supervision
Be able to prioritize workload and perform in a fast-paced and challenging environment
Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement
This job will often be easier if you have ITIL certification
Knowledge of Microsoft Windows 10
ServiceNow experience preferred
Solid understanding of Active Directory
Deep understanding of Microsoft Office 365
If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred
Excellent oral and written communications skills
Experience in one or more programming or scripting language
The ideal candidate should 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 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) .
