Help Desk Analyst II

Company: Robert Half
Location: Levittown
Posted on: January 13, 2021

Job Description:

Ref ID: 03720-0011566408Classification: Help Desk Analyst IICompensation: DOELooking for a new opportunity? Apply for this growing company's Help Desk Analyst position. The ideal candidate for this position is a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This Service Desk Analyst job's main duty is to 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. It is also required for this Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. This includes understanding Incident, Problem, Change Management and other processes. You should also know how these processes work together to provide superior support and high availability of our business. There might also be times when you need to cover alternative shifts.What you get to do every single day:- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues- 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- Provide guidance to Tier 1 support and team members- 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 inventoryJob Requirements:- This position is best filled with someone who has technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems - Excellent communication and organizational skills - 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware - Can work independently with minimal supervision - Applicants with a combination of superior customer service skills and technical aptitude will be preferred - Possess skill set to successfully analyze complex business problems, propose effective solutions and understand and apply business vision and direction - Ability to simplify complex problems and build solutions - Ability to multitask efficiently and prioritize work - Proven knowledge of Microsoft Office 365 - Chromebook experience desired - General familiarity with LAN (local area networks) - Mobile Device Support experience - Quality experience with Network Security Monitoring - Microsoft Windows 10 experience - Microsoft Office experience highly desired - Well-founded grasp of Basic Network Troubleshooting - Command of Mobile Device - Practical knowledge of Network Configuration - Working knowledge in one or more programming or scripting language - If you have ITIL certification, you are strongly encouraged to applyRobert 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 1.888.490.4429. 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).

Keywords: Robert Half, Levittown , Help Desk Analyst II, Professions , Levittown, Pennsylvania