Help Desk Analyst II

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

Description Robert Half might be looking for a Help Desk Analyst just like you! You’ll be right for this position if you have a can-do attitude and are looking to be part of a highly motivated team. If you’re looking for work where you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services this Service Desk Analyst job might be for you. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you’re looking for work where you can handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users, this job might be for you. As the Help Desk Analyst, you should also be aware of how your role relates to IT projects and IT Service Management initiatives. We need the person in this position to understand Incident, Problem, Change Management and other processes. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. If you can cover alternative shifts when needed, you will be successful at this Analyst job. 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 is a long-term contract / contract / contract / temporary to full-time opportunity. Located in Wellesley, Massachusetts, this Help Desk Analyst II role will be a long-term contract / contract / contract / temporary to full-time opening.

Key responsibilities

– Provide guidance to Tier 1 support and team members

– This job succeeds when it can facilitate user account management by handling onboarding, change and departure processes

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

– 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

– 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. Requirements – You might 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

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

– Can work independently with minimal supervision

– One or more programming or scripting language skills required

– Ticketing System experience

– Hardware & software installation experience

– Knowledge of Desktop Support

– Equipment Installation experience

– Hardware & software installation experience

– Proven knowledge of BitLocker

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

– Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

– Excellent oral and written communication skills

– Strong problem-solving skills

– This position will be best given to a person with ITIL certification

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

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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