Help Desk Analyst II

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

Description There is an opportunity to join the team at Robert Half, as a Help Desk Analyst! You’ll be right for this position if you have a can-do attitude and are looking to be part of a highly motivated team. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position sometimes includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. The biggest part of this job is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. As the Help Desk Analyst, you should also be aware of how your role relates to IT projects and IT Service Management initiatives. This position absolutely must understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. There might also be times when you need to cover alternative shifts. You should apply today 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. This is a permanent opportunity. Located in Wyomissing, Pennsylvania, this Help Desk Analyst II role will be a permanent opening.

How you will make an impact

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

– The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes

– Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

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

– Provide guidance to Tier 1 support and team members

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

– Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements – ITIL certification will strengthen your position for the job

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

– You’ll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude

– Capable of working independently with minimal oversight

– Ability to multitask and attention to detail are critical

– In this role, the candidate will be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

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

– Excellent communication skills (written and verbal)

– Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

– Microsoft Windows 10 experience desired

– Expertise in Active Directory

– Proficiency in Microsoft Office 365

– Proven knowledge of Basic Troubleshooting

– LAN Vs. WAN experience

– Network Hardware experience highly desired

– Experience in one or more programming or scripting language

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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