Robert Half Help Desk Analyst II in Charlotte, North Carolina
Description Looking for a new opportunity? This Help Desk Analyst position with a growing company might be right for you. 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 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. We need you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. If you understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives, you will have an edge over the competition. We need the person in this position to understand Incident, Problem, Change Management and other processes. It is important for the chosen candidate to understand how these processes work together to provide superior support and high availability of our business. There is a chance that you could cover alternative shifts when needed.
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
If you can facilitate user account management by handling onboarding, change and departure processes, you'll do well in this job
Provide guidance to Tier 1 support and team members
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements
Capable of working independently with minimal oversight
Microsoft Office 365 experience
Solid understanding of Active Directory
VMware experience required
1+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment
Strong problem-solving skills
ITIL certification is a big plus for this job
This position requires a combination of superior customer service skills and technical aptitude
Excellent communication skills (written and verbal)
- Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems is required for success at this position
Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
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.