Robert Half Deskside Service Analyst II in BLOOMFIELD, Connecticut
Description Robert Half is looking for a Help Desk Analyst II to join our team. This long-term contract / temporary to full-time employment opportunity is based in the Bloomfield, Connecticut area. We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. If you can handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users, this job might be for you. 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. Understanding Incident, Problem, Change Management and other processes is also important. Also, how these processes work together to provide superior support and high availability of our business. The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. That might mean creating knowledge articles and arranging training for other Service Desk Analysts when needed. You might also be asked to cover alternative shifts when needed. We're looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment, so if that's you, we invite you to apply!
What you get to do every single day
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
Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
It is important for this job to facilitate user account management by handling onboarding, change and departure processes
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards Requirements - Excellent communication and organizational skills
If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred
This job will often be easier if you have ITIL certification
Capable of working independently with minimal oversight
Ability to multitask and communicate well with individuals of all backgrounds
- If you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems, you will be strongly preferred
Possess qualifications to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
Critical thinking, problem solving, ability to work independently
Experience in one or more programming or scripting language
1+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Practical knowledge of Microsoft Office Tools
Proven knowledge of Microsoft Office Application
Hardware & software installation experience desired
Quality experience with Microsoft Office Suites
Well-founded grasp of Microsoft Office Products
Earlier work involving Tier 2 Support
Hardware Installation experience required
Previous experience working with Microsoft Windows 10
General familiarity with Microsoft Office Programs
Foundational knowledge in Diagnosis
Microsoft Office 365 experience highly desired
Good understanding of ServiceNow
Deep understanding of Perform Installations
Wide ranging experience with Tier 1 Support
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 and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Questions? Call your local office at 1.888.490.4429. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.