Help Desk Analyst II

Posted 1 week ago by Robert Half
Baltimore, MD
Application ends: December 29, 2022
Apply Now

Job Description

Description

Join the team at Robert Half with this Help Desk Analyst Opportunity! If you have a can-do attitude and are looking to be part of a highly motivated team, you’d be great for this position! We’re looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is important for the chosen candidate to understand Incident, Problem, Change Management and other processes. It is also important for you to understand 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’ll be a great fit 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. This is a permanent opportunity, located in Baltimore, Maryland on a hybrid office schedule.

Your responsibilities

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

– 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

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

– Provide guidance to Tier 1 support and team members

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

– You’ll do well in this job if you can facilitate user account management. That involves handling onboarding, change and departure processe

Requirements

– MS Windows 10 experience preferred

– Basic Troubleshooting experience

– Customer service experience

– PowerShell Scripting experience desired

– MS Windows Server 2012 experience

– Ability to multitask and meet deadlines

– Capable of working independently with minimal oversight

– One or more programming or scripting language skills required

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

– Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement

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

– Excellent communication skills (written and verbal)

– The ideal candidate has ITIL certification

– 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

– If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred

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.

Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.

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.

© 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/terms-of-use) .