Help Desk Analyst II/III

Posted 6 days ago by Robert Half
Hackensack, NJ
Application ends: December 29, 2022
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Job Description

Description Looking for a new opportunity? Apply for this Help Desk Analyst II role with a growing company. We’re seeking a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. 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. You’ll succeed at this job if you’re comfortable with creating knowledge articles and arranging 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. Another important piece of knowledge you should have as the Help Desk Analyst is how your role relates to IT projects and IT Service Management initiatives. Understanding Incident, Problem, Change Management and other processes is also important. Also, how these processes work together to provide superior support and high availability of our business. There might also be times when you need to cover alternative shifts.

Responsibilities

– Provide guidance to Tier 1 support and team members

– If you can facilitate user account management by handling onboarding, change and departure processes, you’ll do well in this job

– 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.

– 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 Requirements – Expertise in IP Routing

– IP Subnetting experience

– Solid understanding of IP Network

– IP Subnetting experience

– Experience with Windows OS

– If you have ITIL certification, you are strongly encouraged to apply

– It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

– Experience in one or more programming or scripting language

– Must be able to work independently with minimal supervision

– If you’re looking for job openings and have a combination of superior customer service skills and technical aptitude, you might be a good fit for this position

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

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

– Excellent communication skills (written and verbal)

– Capable of analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

– Ability to simplify complex problems and build solutions

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.

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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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