Robert Half Help Desk Analyst II in New York, New York
Description Looking for a new opportunity? There is a Help Desk Analyst position at this growing company that might be for you. Apply for this position today if you think you are 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. You will need to be comfortable with 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. One of the most important parts, though, is 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. Candidates should also be aware of how these processes work together to provide superior support and high availability of our business. You will be successful at this Analyst job if you can cover alternative shifts when needed.
How you will make an impact
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
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
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
This job succeeds when it can facilitate user account management by handling onboarding, change and departure processes Requirements - Excellent verbal, written, and social skills
Excellent problem-solving skills
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Working knowledge in one or more programming or scripting language
This position requires technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
If you have ITIL certification, you are strongly encouraged to apply
In this position, the candidate will be tasked with analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction
Microsoft Windows experience desired
- You might be a good fit for this position if you have a combination of superior customer service skills and technical aptitude
Ability to multitask efficiently and prioritize work
Must be able to work independently with minimal supervision
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 (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Questions? Call your local office at 1.888.490.4429. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. 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.