IT Support Specialist

Posted 5 days ago by Robert Half
Carlsbad, CA
Application ends: December 29, 2022
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Job Description

Description Looking for a new opportunity? You might find this growing company in the Investment Management/Companies field’s Help Desk Analyst position to be just what you’re looking for! We invite you to apply if you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. Service Desk Analysts represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. You will spend your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. Candidates should also be able 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. Analysts may be asked to cover alternative shifts when needed.

Your responsibilities in this role

– This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards

– 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

– Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

– Provide guidance to Tier 1 support and team members

– 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 – Ability to handle multiple tasks to prioritize needs and expedite tasks upon request

– This job will often be easier if you have ITIL certification

– Strong communication and social skills and able to receive criticism well

– 5+ 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

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

– 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

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

– If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred

– Knowledge of VMware

– Comprehensive knowledge of Microsoft Office 365

– Strong familiarity with Basic Network Troubleshooting

– 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.

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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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