Help Desk Analyst II

Posted 1 week ago by Robert Half
Philadelphia, PA
Application ends: December 29, 2022
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Job Description

Description Looking for a new opportunity? This Help Desk Analyst position with a growing company might be right for you. We’re looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment, so if that’s you, we invite you to apply! You’ll be great at this Service Desk Analyst job if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. You will spend your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. This position absolutely must understand how the Help Desk Analyst role relates to IT projects and IT Service Management initiatives. You should also understand Incident, Problem, Change Management and other processes. One of the most important parts, though, is how these processes work together to provide superior support and high availability of our business. Analysts may be asked to cover alternative shifts when needed.

Key responsibilities

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

– 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.

– Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

– Provide guidance to Tier 1 support and team members

– Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

– You’ll do well in this job if you can facilitate user account management. That involves handling onboarding, change and departure processes Requirements – Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment

– Deep understanding of Active Directory

– Customer service experience desired

– Foundational knowledge in Microsoft Office 365

– Knowledge of Microsoft Windows 10

– Experience in one or more programming or scripting language

– This position will be the best fit for a candidate with 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

– Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity

– You will be among the top candidates for the job if you have ITIL certification

– Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems is required for success at this position

– Excellent verbal, written, and social communication skills

– Must be able to work independently with minimal supervision

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

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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