Help Desk Analyst II

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

Description Robert Half is looking for a Help Desk Analyst II to join our team. This permanent employment opportunity is based in the Conshohocken, Pennsylvania area. This position is best for someone with a can-do attitude who is looking to be part of a highly motivated team. 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. You should also know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. It is also important for you 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 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. This includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. You might find that you need to cover alternative shifts when needed. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills – and you enjoy a fast-paced team-driven environment – we invite you to apply.

What you get to do every single day

– 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

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

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

– 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

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

– Microsoft MCP experience

– Demonstrated knowledge of Basic Troubleshooting

– Manage Services experience

– Terminal Services experience highly valued

– MCSA experience

– Previous experience working with VPN Technologies

– General familiarity with Microsoft Windows Server

– Comprehension of LAN Vs. WAN

– Adeptness in VMware

– Earlier work involving Remote Access

– Citrix experience

– SQL experience highly preferred

– Foundational knowledge in MCSE

– Practical knowledge of Microsoft Exchange

– Hands-on experience with Firewall

– Background working with Microsoft SharePoint

– Good understanding of Remote Assistance

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

– Able to work independently with a minimal amount of oversight

– 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

– ITIL certification is a big plus for this job

– Applicants should have a combination of superior customer service skills and technical aptitude

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

– Sound written and verbal communication skills

– Possess qualifications to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

– Ability to multitask and attention to detail are critical

– Working knowledge in one or more programming or scripting language

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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