Help Desk Analyst II

Posted 3 weeks ago by Robert Half
Pine Brook, NJ
Application ends: March 1, 2023
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Job Description

Description Looking for a new opportunity? You might be the right Help Desk Analyst for this growing company. We encourage any applicants who fit the description of 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. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. This is the perfect job for you if you want work where you will spend most of your time 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. This position absolutely must understand Incident, Problem, Change Management and other processes. We also need the chosen candidate for 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.

Key responsibilities

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

– Provide guidance to Tier 1 support and team members

– 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

– 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

– This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards Requirements – Ability to multitask and attention to detail are critical

– Must be able to work independently with minimal supervision

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

– Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

– Background in one or more programming or scripting language

– You’ll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude

– Comprehensive knowledge of Microsoft Windows

– Interested candidates should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

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

– Critical thinking, problem solving, ability to work independently

– Excellent written, verbal and social communication skills highly desired

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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