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Robert Half Help Desk Analyst II in Nashville, Tennessee

Description Looking for a new opportunity? You might find the Help Desk Analyst position at this growing company to be perfect for you. You should apply today if you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. If 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. You might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. The biggest part 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. This position absolutely must understand how the Help Desk Analyst role relates to IT projects and IT Service Management initiatives. This position absolutely must understand Incident, Problem, Change Management and other processes. How these processes work together to provide superior support and high availability of our business is also important. This Analyst job sometimes includes covering alternative shifts when needed. What you get to do every day - Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues - Provide guidance to Tier 1 support and team members - Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory - 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 - If you can facilitate user account management by handling onboarding, change and departure processes, you'll do well in this job - Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - 2+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware - Excellent verbal, written, and social skills - Foundational knowledge in ServiceNow - Remote Support experience desired - Mac OS experience - PC desktop/workstations experience - This position will be best given to a person with ITIL certification - 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 - Applicants with a combination of superior customer service skills and technical aptitude will be preferred - Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction - Ability to work independently with minimal oversight - Ability to handle multiple tasks to prioritize needs and expedite tasks upon request - Strong problem solving and analytical skills - Experience in one or more programming or scripting language

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 and get 1-tap apply, instant notifications for AI-matched jobs, and more.

Questions? Call your local office at 1.888.490.4429. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.

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