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Description
Looking for a new opportunity? Your next Help Desk Analyst position might be with this growing company! 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 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. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. If you're looking for work where 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. Another important piece of knowledge you should have as the Help Desk Analyst is how your role relates to IT projects and IT Service Management initiatives. It is important for the chosen candidate to understand Incident, Problem, Change Management and other processes. It is important for the chosen candidate to understand how these processes work together to provide superior support and high availability of our business. You might find that you need to cover alternative shifts when needed.Your responsibilities in this role- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- 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- Provide guidance to Tier 1 support and team members- This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - Ability to multitask and communicate effectively with individuals of all backgrounds- Strong communication skills and able to receive criticism well- Ability to recognize, evaluate, and resolve problems effectively- 5+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Support Tickets experience- Practical knowledge of Printer Hardware- Knowledge of hardware & software installation- Well-founded grasp of Application Support- Prior experience with Desktop Hardware- Experience with Hardware Troubleshooting- Microsoft Office 365 experience required- General familiarity with PC Hardware- Solid understanding of Computer Hardware- Strong familiarity with Hardware Components- Experience with Service Desk Management- Well-founded grasp of Network Hardware- Solid understanding of Hardware and Software- Previous experience working with Tier 1 Support- Wide ranging experience with Remote Support- Practical knowledge of End-User Support- Ticketing System experience preferred- Good understanding of Technical Support- Foundational knowledge in Hardware Installation- Skills in Tier 2 Support- Solid understanding of Microsoft Office 365- Proven knowledge of Laptop Hardware- Proficiency in Trouble Tickets- Quality experience with Remote Desktop Support- Proven knowledge of Service Desk Tickets- Comprehension of Service Desk- Earlier work involving Remote Support Tools- Hands-on experience with Service Desk- General familiarity with Desktop Support - Applicants with ITIL certification are preferred - Applicants should have a combination of superior customer service skills and technical aptitude- Capable of working independently with minimal oversight- Working knowledge in one or more programming or scripting language- A qualified candidate would be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction - This position requires 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 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.Questions? Call your local office at 1.888.490.4429. 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.© 2021 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (www.roberthalf.com/terms-of-use).Vacancy expired!