Help Desk Analyst II

Help Desk Analyst II

24 Jul 2024
Massachusetts, Boston, 02110 Boston USA

Help Desk Analyst II

Vacancy expired!

Description

Robert Half might be looking for a Help Desk Analyst just like you! This long-term contract / temporary to hire employment opportunity is based in the Boston, Massachusetts area. We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. Can you handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users? This job might be for you. One of the most important parts, though, is how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. One of the most important things to understand for this position is Incident, Problem, Change Management and other processes. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. We need a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. You will be successful at this Analyst job if you can cover alternative shifts when needed. You'll be right for this position if you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

Your responsibilities in this role

- 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

- Provide guidance to Tier 1 support and team members

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

- 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

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

Requirements

- ITIL certification is an even more strongly preferred point

- Proficient in analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

- One or more programming or scripting language skills required

- Able to work independently with a minimal amount of oversight

- Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

- Imaging Devices experience

- Microsoft Office 365 experience desired

- Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement

- Ability to effectively interact, verbally and in writing

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

- Ability to multitask and communicate well with individuals of all backgrounds

Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.

Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.

When you work with us, you're working with the best. Robert Half has been recognized as one of FORTUNE's "Most Admired Companies" every year since 1998 and was named to Forbes' inaugural list of America's Best Temporary Staffing Firms.

Questions? Call your local office at 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.

© 2020 Robert Half Technology. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (www.roberthalf.com/terms-of-use).

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Job Details

  • ID
    JC17219640
  • State
  • City
  • Job type
    Permanent
  • Salary
    N/A
  • Hiring Company
    Robert Half
  • Date
    2021-07-23
  • Deadline
    2021-09-21
  • Category

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