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Robert Half International Help Desk Analyst II in Houston, Texas

Description If you are looking for work as a Help Desk Analyst, you could find the right opportunity with Robert Half Technology! You should apply today if you have a can-do attitude and are looking to be part of a highly motivated team. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position could certainly have duties including creating knowledge articles and arranging training for other Service Desk Analysts when needed. 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. It is also important for you to understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Understanding Incident, Problem, Change Management and other processes is also important. You should also know how these processes work together to provide superior support and high availability of our business. The ideal candidate for this Analyst job can 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 is a long-term temporary-to-full-time opportunity. This Help Desk Analyst II role will be located in the Houston, Texas area and will be a long-term temporary-to-full-time position.

Responsibilities

  • 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

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

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

  • This job is important because it must facilitate user account management. This includes onboarding, change and departure processes Requirements - One or more programming or scripting language skills required

    • Applicants with a combination of superior customer service skills and technical aptitude will be preferred
  • Ability to work independently with minimal oversight

    • Applicants with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred
  • JAMF Casper Suite experience preferred

  • Deep understanding of ServiceNow

  • Service Desk experience

  • Solid understanding of customer service

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

  • Excellent oral and written communications skills

  • Ability to multitask efficiently and prioritize work

  • Excellent problem-solving skills

  • Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

    • The ideal candidate has ITIL certification

Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.

Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.

When you work with us, you’re working with the best. Robert Half has been recognized as one of FORTUNE’s “Most Admired Companies” every year since 1998 and was named to Forbes’ inaugural list of America’s Best Temporary Staffing Firms.

Questions? Call your local office at 1.888.490.4429. 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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