Robert Half International Help Desk Analyst III in Los Angeles, California
Help Desk Analyst III
$90K - $110K (non-exempt)
Health, Dental, Vision, 401K with match, generous PTO, and opportunities for promotion
Downtown Los Angeles (onsite)
Robert Half Technology is looking for a Help Desk Analyst III to join our team. This full-time employment opportunity is based in the Los Angeles, California area. Apply for this position today if you have a can-do attitude and are looking to be part of a highly motivated team. If chosen, you'll be 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. It is important for the chosen candidate to understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. Can you 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. Analysts may be asked to cover alternative shifts when needed. We're seeking a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This role is with a company in the Professional Services industry.
How you will make an impact
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
You might be good at this job if you believe you can facilitate user account management by handling onboarding, change and departure processes
Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
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
Provide guidance to Tier 1-2 support and team members
Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction
6+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Service Desk experience desired
Knowledge of Microsoft Office 365
Excellent written/verbal communication and organizational skills
Strong problem-solving skills
If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred
Ability to multitask efficiently and prioritize work
Can work independently with minimal supervision
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
**For immediate consideration, please email your resume to Catherine Hamilton on LinkedIn
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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.
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