Service Desk Analyst

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

Description Robert Half is looking for Help Desk Analysts like you to join our team! This permanent employment opportunity is based in the Washington, District of Columbia area. We’re looking for some with a can-do attitude who is looking to be part of a highly motivated team, so if that’s you, apply today! You’ll mostly be 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. It is important for the chosen candidate to understand Incident, Problem, Change Management and other processes. It is also required for 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. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. This Analyst job sometimes includes covering alternative shifts when needed. Apply for this position today if you think you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

What you get to do every single day

– Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

– The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes

– 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

– 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

– Provide guidance to Tier 1 support and team members Requirements – Capable of working independently with minimal oversight

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

– In this position, the candidate will be tasked with analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

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

– Working knowledge in one or more programming or scripting language

– Comprehensive knowledge of Microsoft Office 365

– VMware experience preferred

– Adeptness in hardware & software installation

– Strong familiarity with Azure Active Directory

– Command of Active Directory

– MDM Technologies experience highly desired

– Excellent verbal, written, and social skills

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

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

– Applicants with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred

– Applicants with a combination of superior customer service skills and technical aptitude will be preferred

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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