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Description
You could join the Robert Half Technology team if you are looking for work as a Help Desk Analyst! We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. 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. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. The primary function 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. We also need the chosen candidate for the Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. You should also understand Incident, Problem, Change Management and other processes. Another important piece of knowledge candidates should have is how these processes work together to provide superior support and high availability of our business. If you can cover alternative shifts when needed, you will be successful at this Analyst job. 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 seeking employment offered on a flexible long-term temporary-to-full-time basis, you might be interested in this role with a company in the Energy/Natural Resources field. This Help Desk Analyst II role will be located in the Houston, Texas area and will be a long-term temporary-to-full-time position.
Responsibilities
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
- This job is important because it must facilitate user account management. This includes onboarding, change and departure processes
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- Meet and exceed SLA standards: Close 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
- Provide guidance to Tier 1 support and team members
Requirements
- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Excellent problem-solving skills
- Experience in one or more programming or scripting language
- This job will often be easier if you have ITIL certification
- 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
- Able to work independently with a minimal amount of oversight
- Excellent verbal and written communication skills
- Basic Troubleshooting experience desired
- It is preferred for applicants to have a combination of superior customer service skills and technical aptitude
- The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- Ability to multitask effectively
Robert Half Technology matches IT professionals with some of the best companies 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 personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities - fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets.
From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNE's "Most Admired Companies" list every year since 1998.
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