Help Desk Analyst II

Description We are in search of a Help Desk Analyst II to join our team located in Pittsburgh, Pennsylvania. The individual will be employed on a long-term contract basis and will play a pivotal role in providing systems support services, coordinating service requests, and maintaining our service desk procedures and documentation.Responsibilities: Provide comprehensive systems support services, including functions associated with PC, LAN/WAN, and applications Conduct in-depth research and develop resolutions for most problems presented to the service desk Coordinate standard service requests to resolution groups and vendors, ensuring satisfactory completion of requested services Participate actively in the maintenance of the service desk Knowledgebase through the development and maintenance of user, inventory, and Frequently Asked Questions (FAQ) databases Collaborate with Level 1 and Level 2 Analysts to maintain a distributed support system Recommend solutions or new technical assistance services to management based on issues presented to the service desk Assist in the development and maintenance of service desk procedures and documentation Research new software and hardware to enhance technical expertise Prepare periodic reports on service desk activities May be assigned responsibility for small and medium Changes or Problems from initiation to completion Requirements Position requires a minimum of 3 years of experience in a similar role Proficiency in Microsoft Office 365 is essential Excellent problem-solving skills and ability to troubleshoot technical issues Strong interpersonal skills to effectively communicate with users and team members Ability to prioritize and manage multiple tasks simultaneously Knowledge of help desk software and remote control solutions Familiarity with ITIL processes and ITSM tools Bachelor's degree in Computer Science, Information Technology, or a related field is preferred Certifications such as CompTIA A+ or HDI-SCA are advantageous Strong understanding of computer systems, mobile devices, and other tech products Ability to diagnose and resolve basic technical issues Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal Experience with remote desktop applications and help desk software Attention to detail and good problem-solving skills Excellent interpersonal skills and patience when handling difficult calls. 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.© 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) .