Description Robert Half is looking for a Help Desk Analyst II to join our team. This long-term contract / contract to permanent employment opportunity is based in the Northborough, Massachusetts area. We're seeking someone with a can-do attitude who is looking to be part of a highly motivated team. 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 important for you to understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Understanding Incident, Problem, Change Management and other processes is also important. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. 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. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you can cover alternative shifts when needed, you will be successful at this Analyst job. Apply for this position today if you think you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

　　How you will make an impact

　　If you believe you can facilitate user account management by handling onboarding, change and departure processes, you will be good at this job

　　Provide guidance to Tier 1 support and team members

　　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

　　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

　　Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - Strong problem solving and analytical skills

　　In this position, the candidate will be tasked with analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

　　It is preferred for applicants to have a combination of superior customer service skills and technical aptitudeBackground 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

　　Great written, verbal, and interpersonal skills

　　Ability to multitask and communicate well with individuals of all backgrounds

　　Capable of working independently with minimal oversight

　　Basic Network Troubleshooting experience

　　Network Issues experience

　　Basic Troubleshooting experience preferred

　　Desktop Support experience desired

　　Hardware Troubleshooting experience

　　ITIL certification is a big plus for this job

　　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 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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