Description Join the team at Robert Half with this Help Desk Analyst Opportunity! This long-term contract / contract / temporary to permanent employment opportunity is based in the Dallas, Texas area. You'll be right for this position 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. 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. This position absolutely must understand Incident, Problem, Change Management and other processes. If you understand how these processes work together to provide superior support and high availability of our business, you will have an edge over the competition. If 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. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. This Analyst job sometimes includes covering alternative shifts when needed. This is a position for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

　　Your responsibilities

　　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

　　Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

　　Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

　　Provide guidance to Tier 1 support and team members

　　The most important thing about this job is to facilitate user account management. This includes handling onboarding, change and departure processes

　　Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - Able to work independently with a minimal amount of oversight

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

　　Basic Network Troubleshooting experience

　　Proficiency in Basic Troubleshooting

　　Microsoft 365 Enterprise experience required

　　Basic Troubleshooting experience

　　Active Directory experience

　　We really want someone with ITIL certification for this job3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

　　Background in one or more programming or scripting language

　　Possess qualifications to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

　　You'll be a good fit for this position if you have a combination of superior customer service skills and technical aptitudeSound written and verbal communication skills

　　Ability to multitask efficiently and prioritize work

　　Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems is required for success at this position 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.

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