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 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. Can you 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. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. If you’re looking for work where 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. Another important piece of knowledge you should have as the Help Desk Analyst is how your role relates to IT projects and IT Service Management initiatives. It is important for the chosen candidate to understand Incident, Problem, Change Management and other processes. If you understand how these processes work together to provide superior support and high availability of our business, you will have an edge over the competition. You will be successful at this Analyst job if you can cover alternative shifts when needed. You’ll be right for this position 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. Candidates looking for an opportunity in the detail oriented Services field, might be interested in this long-term contract / contract / temporary to permanent position. This Help Desk Analyst II role will be located in the Philadelphia, Pennsylvania area and will be a long-term contract / contract / temporary to permanent position. Please reach out to Kalie Meramo for immediate consideration (267) 668-2643.

Key responsibilities – Provide guidance to Tier 1 support and team members – 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 – Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory – If you can facilitate user account management by handling onboarding, change and departure processes, you’ll do well in this job – 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. Requirements – Excellent verbal, written, and social communication skills – 3+ years’ of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware – If you’re looking for job openings and have a combination of superior customer service skills and technical aptitude, you might be a good fit for this position – Ability to multitask efficiently and prioritize work – If you’re looking for job openings and have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems, you might be a good fit for this position – You will be among the top candidates for the job if you have ITIL certification – Able to work independently with a minimal amount of oversight – Background in one or more programming or scripting language – Critical thinking, problem solving, ability to work independently – Comprehensive knowledge of Active Directory – Expertise in Epolicy Orchestrator – In this position, the candidate will be tasked with analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

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