Help Desk Analyst II

Massachusetts, Northreading Northreading USA
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DescriptionRobert Half Technology might be looking for a Help Desk Analyst just like you! We especially want to hear from you if you have a can-do attitude and are looking to be part of a highly motivated team. We're looking for 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. Your duties might include 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. 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. One of the most important things to understand for this position is Incident, Problem, Change Management and other processes. Also, 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. This is a long-term temporary-to-full-time opportunity. This Help Desk Analyst II role will be located in the North Reading, Massachusetts area and will be a long-term temporary-to-full-time position.What you get to do every 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

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 inventory

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

This job succeeds when it can facilitate user account management by handling onboarding, change and departure processes


Applicants should have a combination of superior customer service skills and technical aptitude

Comptia A+ experience desired

ITIL certification is an even more strongly preferred point

Ability to effectively interact, verbally and in writing

It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

Capable of analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

Experience in one or more programming or scripting language

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

Must be able to work independently with minimal supervision

Ability to multitask effectively

Technology doesn't change the world. People do.As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.Leader among IT staffing agenciesThe intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.Salary: DOELocation: North Reading, MADate Posted: November 1, 2019Employment Type: TemporaryJob Reference: 02130-0011229290Staffing Area: Technology

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Job Details

ID #2823111
State Massachusetts
City Northreading
Source Robert Half International
Showed 2019-11-02
Date 2019-11-02
Deadline 2019-12-31
Category Et cetera
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