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Robert Half Help Desk Analyst II in BETHESDA, Maryland

Description Robert Half might be looking for a Help Desk Analyst just like you! This long-term contract / temporary employment opportunity is based in the Bethesda, Maryland area. This is a position for someone who has a can-do attitude and who is looking to be part of a highly motivated team. This job's main duty is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. This position absolutely must understand how the Help Desk Analyst role relates to IT projects and IT Service Management initiatives. You should also understand Incident, Problem, Change Management and other processes. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. This Service Desk Analyst job's main duty is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. The perfect candidate for this job will be able to create knowledge articles and arrange training for other Service Desk Analysts when needed. There is a chance that you could cover alternative shifts when needed. This position requires a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This role is with a company in the Investment Management/Companies industry.

What you get to do every single day

  • Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

  • Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

  • Provide guidance to Tier 1 support and team members

  • The ideal candidate for this job is able to facilitate user account management by handling onboarding, change and departure processes

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

  • 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 Requirements - Experience in one or more programming or scripting language

  • Ability to multitask and attention to detail are critical

    • 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
  • Excellent oral and written communication skills

  • Can work independently with minimal supervision

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

  • Interested candidates should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

  • Excellent problem-solving skills

  • Knowledge of Active Directory

  • Basic Network Troubleshooting experience preferred

  • Microsoft Office 365 experience desired

  • Security Operation experience

  • Hardware Troubleshooting experience

    • ITIL certification is an even more strongly preferred point

    • This position requires technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

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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