Description Looking for a new opportunity? This growing company might have the perfect position for you, in their Help Desk Analyst role! 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 is the perfect Service Desk Analyst job for you if you want to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you can 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. If you understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives, you will have an edge over the competition. This position absolutely must understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. Analysts may be asked to cover alternative shifts when needed.

　　What you get to do every day

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

　　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

　　Provide guidance to Tier 1 support and team members

　　Facilitate user account management: 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 Requirements

　　A qualified candidate would be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

　　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 problemsAbility to work independently with minimal oversight

　　Excellent oral and written communications skills

　　Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity

　　This position will be best given to a person with ITIL certification3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

　　Password Changes experience preferred

　　Comprehensive knowledge of Superior Customer Service

　　Adeptness in Basic Network Troubleshooting

　　General familiarity with Hardware Troubleshooting

　　Background working with Active Directory

　　One or more programming or scripting language skills required

　　Ability to multitask and communicate well with individuals of all backgrounds

　　A combination of superior customer service skills and technical aptitudeTechnology 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.

　　© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .