Robert Half International Help Desk Analyst II in LEVITTOWN, Pennsylvania
Looking for a new opportunity? Apply for this growing company's Help Desk Analyst position. The ideal candidate for this position is 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. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. The primary function of this job is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is also required for this Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. This includes understanding Incident, Problem, Change Management and other processes. You should also know how these processes work together to provide superior support and high availability of our business. There might also be times when you need to cover alternative shifts.
What you get to do every single day:
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
This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards
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
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
This position is best filled with someone who has technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
Excellent communication and organizational skills
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Can work independently with minimal supervision
Applicants with a combination of superior customer service skills and technical aptitude will be preferred
Possess skill set to successfully analyze complex business problems, propose effective solutions and understand and apply business vision and direction
Ability to simplify complex problems and build solutions
Ability to multitask efficiently and prioritize work
Proven knowledge of Microsoft Office 365
Chromebook experience desired
General familiarity with LAN (local area networks)
Mobile Device Support experience
Quality experience with Network Security Monitoring
Microsoft Windows 10 experience
Microsoft Office experience highly desired
Well-founded grasp of Basic Network Troubleshooting
Command of Mobile Device
Practical knowledge of Network Configuration
Working knowledge in one or more programming or scripting language
If you have ITIL certification, you are strongly encouraged to apply
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.
Location: LEVITTOWN, PA
Date Posted: January 12, 2021
Employment Type: Temporary
Job Reference: 03720-0011566408
Staffing Area: Technology u0026 IT