Robert Half Technology Help Desk in Houston, Texas
The Help Desk Analysts role is to ensure appropriate service levels are being met within the user community. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Helpdesk Analyst oversees the day-to-day operations of the Helpdesk area. Coordinate and monitor the in-flow and triage of incoming calls ensuring high levels of customer satisfaction. Provide Level 1 Helpdesk coverage while Helpdesk Technicians are out, absent or not available. The candidate should be proficient in the following areas: Procurement of computing devices, computer software and associated peripherals. Creating RFPs for acquisitions, purchase orders and processing invoices. License compliance Asset Management Inventory of Information Technology Assets Budgeting, planning and forecasting Lifecycle management Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problem resolutions. Escalate problems (as needed) to the appropriately experienced technician based on established procedures. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Ensure that no calls are dropped by establishing daily review routines for Helpdesk calls received via phone, email or walk-by. Troubleshoot and field question regarding computer viruses and anti-virus software. Create weekly Helpdesk statistics and report to the Change Control Committee. Identify trends, issues and escalate to IT Management as needed. Perform post-resolution follow-ups on closed incidents and work orders. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users.
With more than 100 locations worldwide, Robert Half Technology is a leading provider of IT professionals on a project and full-time basis for initiatives ranging from web development and systems integration to network security and technical support. Through our alliances with industry-leading organizations such as HDI® and the Microsoft® Partner program, we have access to client companies that other staffing firms don't. In addition to our free job search services, we provide our candidates with access to free online technical training and a competitive benefits and compensation package.
Our parent company, Robert Half, once again was named to FORTUNE® magazine's list of "World's Most Admired Companies" and was the highest-ranked staffing firm. (March 1, 2016)
Contact your local Robert Half Technology office at 888.674.2094 or visit roberthalf.com/technology to apply for this job now or find out more about other job opportunities.
All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Equal Opportunity Employer M/F/Disability/Vet
Req ID: 04340-9500271473
Functional Role: Help Desk/Tech Support I
Postal Code: 77081
Requirements: College diploma or university degree in the field of computer science and/or 3 years equivalent work experience. Certifications in Microsoft or Cisco not required but helpful. In-depth knowledge of computer hardware, including the ability to troubleshoot systems to the component level. Experience with desktop and server operating systems, including Microsoft Windows XP, 7-10 and Windows Server 2003-2012. Extensive application support experience with Microsoft Office Suite of Products. Ability to operate at the DOS Prompt and write/troubleshoot batch files. Working knowledge of a range of diagnostic utilities. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Prior experience in a Financial Services environment with specific experience in one of more Market Data Feed applications such as Bloomberg or Factset. Ability to communicate with users in relationship to stocks, bonds, securities and other stock market terms as they relate to software in use. Enter Procurement information into Budget Spreadsheet as requested. Work Conditions Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Ability to lift and transport moderately heavy objects, such as computers, monitors and peripherals not exceeding 40 pounds.