Help Desk Analyst

Posted 3 weeks ago by Robert Half
Eustis, FL
Application ends: March 1, 2023
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Job Description

Description Robert Half might be looking for a Help Desk Analyst just like you! This is a position for someone who has a can-do attitude and who is 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. 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. It is also required for this 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. It is important for the chosen candidate to understand how these processes work together to provide superior support and high availability of our business. This Analyst job sometimes includes covering alternative shifts when needed. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment, you might succeed at this position. This is a long-term contract / temporary to hire opportunity. Located in Eustis, Florida, this Help Desk Analyst II role will be a long-term contract / temporary to hire opening.

How you will make an impact

– 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 concepts related to networks, servers, PCs, databases, proprietary systems, etc.

– Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

– Provide guidance to Tier 1 support and team members

– This job’s primary priority is to facilitate user account management by handling onboarding, change and departure processes

– Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment Requirements – Background in one or more programming or scripting language

– You’ll be a good fit for this position if you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

– Excellent written, verbal and social communication skills highly desired

– Strong problem-solving skills

– ITIL certification will strengthen your position for the job

– General familiarity with Basic Troubleshooting

– Network Troubleshooting experience highly preferred

– Proficiency in PC desktop/workstations

– Desktop Imaging experience preferred

– Practical knowledge of Hardware Troubleshooting

– Background working with DNS

– Adeptness in Active Directory

– Earlier work involving Deskside Support

– Demonstrated knowledge of MS Windows 10

– Desktop Hardware experience

– Foundational knowledge in Ticketing System

– Experience with Microsoft Office 365

– Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

– Able to work independently with a minimal amount of oversight

– This position is best filled with someone who has a combination of superior customer service skills and technical aptitude

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

– Ability to multitask efficiently and prioritize work

Technology Doesn’t Change the World, People Do.®

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Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit for more information.

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