Help Desk Analyst II

Posted 3 weeks ago by Robert Half
Chestnut Hill, MA
Application ends: March 1, 2023
Apply Now

Job Description

Description You might be the Help Desk Analyst Robert Half is looking for! This long-term contract / temporary to hire employment opportunity is based in the Chestnut Hill, Massachusetts area. The ideal candidate for this position has a can-do attitude and is looking to be part of a highly motivated team. The primary function 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. It is important for the chosen candidate to understand how their role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. It is also required for this position to understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You’ll succeed at this job if you’re comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. You should be prepared to cover alternative shifts when needed. 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.

What you get to do every day

– 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

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

– 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.

– Provide guidance to Tier 1 support and team members Requirements – Excellent verbal, written, and social communication skills

– Strong problem-solving skills

– This position is best filled with someone who has a combination of superior customer service skills and technical aptitude

– Proficient in analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

– This job will often be easier if you have ITIL certification

– Mobile Device Management experience highly preferred

– Demonstrated knowledge of Microsoft Office 365

– Provide Technical Support experience

– Practical knowledge of Microsoft Outlook

– Comprehensive knowledge of Technical Support

– Adeptness in DHCP DNS

– General familiarity with Microsoft Teams

– Strong familiarity with VPN Technologies

– Active Directory experience preferred

– Experience with DNS

– Background working with Mobile Device Support

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

– This position will be the best fit for a candidate with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

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

– Background in one or more programming or scripting language

– Ability to work independently with minimal oversight

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) .