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Description
You might be the Help Desk Analyst Robert Half is looking for! We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. This Service Desk Analyst job is for someone 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. 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. You should also know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. 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. You should be prepared to cover alternative shifts when needed. We encourage any applicants who fit the description of 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 permanent opportunity. This Help Desk Analyst II role will be located in the Dover, New Hampshire area and will be a permanent position.What you get to do every day- This job is important because it must facilitate user account management. This includes onboarding, change and departure processes- 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.- Provide guidance to Tier 1 support and team members- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards- 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 Requirements - Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity - 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- Working knowledge in one or more programming or scripting language- Expertise in Microsoft Exchange- Solid understanding of Active Directory- Strong familiarity with Microsoft Office 365- Foundational knowledge in MS Windows 10- Ability to multitask efficiently and prioritize work- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction- Strong communication and social skills- Able to work independently with a minimal amount of oversight - If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred - We especially are looking for candidates with ITIL certification 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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and 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. Visit https://roberthalf.gobenefits.net/ for more information.© 2023 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.Vacancy expired!