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Robert Half International Help Desk Analyst II in LEXINGTON, North Carolina

Description There is an opportunity for a Help Desk Analyst to join the team at Robert Half Technology! We're seeking someone with a can-do attitude who is looking to be part of a highly motivated team. 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. This job's main duty 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 important for you to understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Candidates should also be able to understand Incident, Problem, Change Management and other processes. One of the most important parts, though, is how these processes work together to provide superior support and high availability of our business. 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! A company in the Government field currently has an opportunity for a position offered on a long-term temporary-to-full-time basis. This Help Desk Analyst II opportunity will be located in the Lexington, North Carolina area and will be a long-term temporary-to-full-time position.

What you get to do every day

  • Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

  • This job's primary priority is to facilitate user account management by handling onboarding, change and departure processes

  • 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.

  • Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

  • Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory Requirements - Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

    • We really want someone with ITIL certification for this job
  • Be able to prioritize workload and perform in a fast-paced and challenging environment

  • Working knowledge in one or more programming or scripting language

    • 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
  • Active Directory experience

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

  • Capable of working independently with minimal oversight

  • Excellent oral and written communication skills

    • It is preferred for applicants to have a combination of superior customer service skills and technical aptitude
  • Ability to recognize, evaluate, and resolve problems effectively

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.

© 2020 Robert Half Technology. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (www.roberthalf.com/terms-of-use).

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