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Description
Looking for a new opportunity? You might find the Help Desk Analyst position at this growing company to be perfect for you. Candidates for this position should keep in mind that we are looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. 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'll succeed at this job if you're comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. We're looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. We need the person in this position to know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. We also need the chosen candidate for this position to understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. The responsibilities for this Analyst job can sometimes include covering alternative shifts when needed.
Your responsibilities
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards
- Provide guidance to Tier 1 support and team members
- 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
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
Requirements
- In this role, the candidate will be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- Foundational knowledge in Group Policy
- Knowledge of Microsoft Exchange
- Active Directory experience
- Microsoft Office 365 experience
- ITIL certification is an even more strongly preferred point
- Strong problem-solving skills
- This position will be the best fit for a candidate with 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 the best fit for a candidate with a combination of superior customer service skills and technical aptitude
- Experience in one or more programming or scripting language
- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Ability to effectively interact, verbally and in writing
- Ability to handle multiple tasks to prioritize needs and expedite tasks upon request
- Ability to work independently with minimal oversight
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.
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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.
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