Robert Half Technology Help Desk Analyst III in Washington, Washington
The Help Desk Analyst Tier II is responsible for daily service support operations while adhering to service management design, policies and procedures. Provides hands-on support to resolve service requests from end users, and participates in first level incident resolution and management, service restoration and event documentation, and daily documentation of calls, emails and ticket creation/resolution in a designated service management application. Area of responsibility will be primarily focused on end-user services, to include desktops, laptops, cellular phones, and associated peripherals, but duties may extend to interaction with server and network devices (wired and wireless) with the ability to escalate to higher-tier support as required. Responsibilities
Troubleshooting and repair of end-user systems to include laptops, desktop workstations, iPhones, printers, to include activation of warranty or maintenance support as available
Installation, configuration, and training of COTS software
Identification of network issues with escalation to higher tier if outside the scope of expertise
Training of end users on assigned hardware and COTS software
Creation and update of service tickets for all request in compliance with Help Desk processes and procedures
Conduct periodic inventory and auditing of user IT assets Job Competencies
Position requires understanding of change and configuration management principles and adherence to strict guidelines and policy set forth by customer.
Exhibit professional skills including superior interpersonal communications (oral and written), patience, an ability to convert technical jargon into layman's terms, and the ability to juggle priorities on-the-fly
Experience developing and adhering to standard operating procedures.
Outstanding work ethic without requiring oversight and follow-up Office365, OneDrive, Skype for Business, SharePoint, Active Directory and Windows 10 along with Mac OS & Cloud. Additional nice-to-haves include certifications in HDI, ITIL and various Microsoft certs like MCDST, MCP, MOS, etc. Expertise in Microsoft SCCM, LanDesk or similar systems management and deployment platforms is also a plus. Requirements
Degree from accredited college or university in related field, or equivalent years of specialized technical experience and/or technical training
Requires 5 to 10 years of progressively more responsible or complex experience in IT technical support
Possess experience in providing positive, direct end-user, IT-focused experience in desk-side, walk-up and phone support
Possess experience as a member of a technical help-desk or call center team supporting computer operating systems (Microsoft Windows 7, 8)
Possess experience in the installation and support of COTS software and applications (Microsoft Office Suite) computer hardware, servers, printers, and email applications (Outlook)
Possess experience in the diagnosis and repair of hardware issues with laptops and desktop computers and printers
Possess basic knowledge of networking concepts, wireless technologies and remote desktop tools
Possess experience with a "trouble ticketing" system such as Remedy, MS SCSM, etc.
Familiarity with managing and troubleshooting wireless and wired networking devices
Experience with web-based meeting/collaboration applications
Experience with iPhone/iPad configuration and operation
Experience with administration of SharePoint sites and Access databases
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: 04510-0008945562
Functional Role: Help Desk/Tech Support III
Postal Code: 20005
Requirements: Active Directory, MS Office 365