Robert Half Help Desk Analyst II in COLUMBIA, Maryland
Description You could join the Robert Half team if you are looking for work as a Help Desk Analyst! This long-term contract / temporary to hire employment opportunity is based in the Columbia, Maryland area. You should apply today if you have a can-do attitude and are looking to be part of a highly motivated team. We're looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. 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. It is also required for this position to understand Incident, Problem, Change Management and other processes. It is also required for this position to know how these processes work together to provide superior support and high availability of our business. If you're looking for work where you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services this Service Desk Analyst job might be for you. This position sometimes includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you can cover alternative shifts when needed, you will be successful at this Analyst job. 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 concepts related to networks, servers, PCs, databases, proprietary systems, etc.
If you can facilitate user account management by handling onboarding, change and departure processes, you'll do well in this job
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
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
Provide guidance to Tier 1 support and team members
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment Requirements - Ability to communicate verbally and in writing effectively throughout all levels of the company
Strong familiarity with Remote Desktop Support
Tier 2 Support experience preferred
Background in one or more programming or scripting language
- Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
Critical thinking, problem solving, ability to work independently
Must be able to work independently with minimal supervision
Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
Ability to multitask and communicate well with individuals of all backgrounds
- ITIL certification is a big plus for this job
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- 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
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.
Questions? Call your local office at 1.888.490.4429. 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.