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Robert Half Help Desk Analyst II in Phoenix, Arizona

Description There is an opportunity to join the team at Robert Half, as a Help Desk Analyst! This long-term contract / temporary employment opportunity is based in the Phoenix, Arizona area. The ideal candidate for this position has a can-do attitude and is looking to be part of a highly motivated team. We need you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. Another important piece of knowledge you should have as the Help Desk Analyst is how your role relates to IT projects and IT Service Management initiatives. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. It is important for the chosen candidate to understand how these processes work together to provide superior support and high availability of our business. Service Desk Analysts represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. You might find that you need to cover alternative shifts when needed. 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. This role is with a company in the Construction/Contractor industry.

Your responsibilities

  • Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

  • 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

  • Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

  • 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 job is important because it must facilitate user account management. This includes onboarding, change and departure processes Requirements - Experience in one or more programming or scripting language

  • Strong communication and social skills and able to receive criticism well

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

    • Applicants with ITIL certification are preferred
  • Ability to recognize, evaluate, and resolve problems effectively

    • A combination of superior customer service skills and technical aptitude is required for success at this position
  • Capable of working independently with minimal oversight

  • Deep understanding of Hardware Troubleshooting

  • Expertise in Support Tickets

  • Comprehensive knowledge of Microsoft SCCM

  • The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

  • Ability to multitask and communicate well with individuals of all backgrounds

    • 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

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.

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