Help Desk Analyst

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

Description Looking for a new opportunity? You might find the Help Desk Analyst position at this growing company to be perfect for you. This position requires a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. If you’re looking for work where you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services this Service Desk Analyst job might be for you. You’ll succeed at this job if you’re comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. If chosen, you’ll be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is also required for this Help Desk Analyst position to know how the role 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. We also need the chosen candidate for this position to know how these processes work together to provide superior support and high availability of our business. You should be prepared to cover alternative shifts when needed.

Your responsibilities

– 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

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

– 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

– 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 Requirements – Experience in one or more programming or scripting language

– Ability to communicate verbally and in writing effectively throughout all levels of the company

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

– Critical thinking, problem solving, ability to work independently

– Candidates who have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred

– This position will be best given to a person with ITIL certification

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

– Ability to multitask effectively

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

– Wide ranging experience with DNS

– Ticketing System experience preferred

– Desktop Hardware experience

– PC desktop/workstations experience

– Quality experience with Network Troubleshooting

– Well-founded grasp of MS Windows 10

– Earlier work involving Deskside Support

– Microsoft Office 365 experience

– Desktop Imaging experience

– Practical knowledge of Hardware Troubleshooting

– Proven knowledge of Active Directory

– General familiarity with Basic Troubleshooting

– Ability to work independently with minimal oversight

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.

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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 https://roberthalf.gobenefits.net/ for more information.

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