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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.

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