Help Desk Analyst II

Posted 3 weeks ago by Robert Half
Charlotte, NC
Application ends: March 1, 2023
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Job Description

Description

Your responsibilities in this role

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

– 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.

– The ideal candidate for this job is able to facilitate user account management by handling onboarding, change and departure processes

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

– 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

Requirements – This position is best filled with someone who has technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

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

– One or more programming or scripting language skills required

– Foundational knowledge in DHCP DNS

– Strong familiarity with Active Directory

– Microsoft Office 365 experience preferred

– MS Windows 10 experience desired

– Experience with TCP/IP

– Excellent communication skills (written and verbal)

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

– Can work independently with minimal supervision

– Ability to multitask and communicate well with individuals of all backgrounds

– This position will be the best fit for a candidate with a combination of superior customer service skills and technical aptitude

– We especially are looking for candidates with ITIL certification

– 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.

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.

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