Help Desk Analyst II

Posted 3 weeks ago by Robert Half
Philadelphia, PA
Application ends: March 1, 2023
Apply Now

Job Description

Description

Robert Half might be looking for a Help Desk Analyst just like you! This short-term contract / temporary employment opportunity is based in the Philadelphia, Pennsylvania area. This position is best for someone with a can-do attitude who is looking to be part of a highly motivated team. You’ll mostly be 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 important for the chosen candidate 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. We need a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might find yourself creating knowledge articles and arranging training for other Service Desk Analysts when needed. Analysts may be asked to cover alternative shifts when needed. This position requires a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

Key responsibilities:

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

– 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

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

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

– You might be good at this job if you believe you can facilitate user account management by handling onboarding, change and departure processes

Requirements

– You’ll be a good fit for this position if you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service-related problems

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

– Background in one or more programming or scripting language

– Strong problem-solving skills

– Azure, Active Directory

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

– This position requires a combination of superior customer service skills and technical aptitude

– MS Windows 10 experience preferred

– Solid understanding of customer service

– Microsoft Office 365 experience preferred

– Strong familiarity with Active Directory

– ITIL certification a plus

– Ability to multitask and attention to detail are critical

– Excellent communication and organizational skills

– Capable of working 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) .