Help Desk Analyst II

Posted 3 days ago by Robert Half
Bethesda, MD
Application ends: December 29, 2022
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Job Description

Description Looking for a new opportunity? You might be the right Help Desk Analyst for this growing company. This is a position for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This Service Desk Analyst job is for someone who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Your duties might include creating knowledge articles and arranging training for other Service Desk Analysts when needed. This job’s main duty is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. How your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives is also important. Candidates should also be able to understand Incident, Problem, Change Management and other processes. How these processes work together to provide superior support and high availability of our business is also important. Covering alternative shifts when needed is often necessary with this Analyst job.

How you will make an impact

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

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

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

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

– Ability to simplify complex problems and build solutions

– Be able to prioritize workload and perform in a fast-paced and challenging environment

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

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

– Command of Computer Hardware

– Strong familiarity with Desktop Hardware

– Customer service experience desired

– Adeptness in conference room setup & cleanup

– Foundational knowledge in Associated Hardware

– Audio Visual experience highly desired

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

– Background in one or more programming or scripting language

– A combination of superior customer service skills and technical aptitude

– Ability to work independently with minimal oversight

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

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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