Job Information
Robert Half Help Desk in Plano, Texas
Description
Robert Half might have the Help Desk Analyst job for you, if you want to work in an innovative and fast-paced environment. If you're a creative with a talent for solving both routine and unique problems, you might be right for this job. Candidates who can support local and field users in a highly visible role that has a positive impact on both the department and the company will be a good fit for this position.
POSITION: HELP DESK ANALYST (X2)
LOCATION: PLANO
RATE: $25-$29 DEPENDING ON EXPERIENCE
DURATION: 6 MONTHS CONTRACT TO CONVERSION
Working Hours:
7AM-7PM Support Hours
Staggered Shifts, so there’s some flexibility required (do not have to be okay with every shift to be considered)
7AM-4PM
8AM-5PM
9AM-6PM
10AM-7PM
Team
4 people on the team
30-40 tickets a week
Working out of a queue, and via inbound calls
Also working on hardware issues
Shifts between 7a-7p, 8-hour shifts
Rotate shifts monthly
Training would be done by dan. 2-3 people in the office currently.
Only a company of 15 people
Very clear delineation on tier 1 and tier 2 and there is an escalation process
15 people in company
Soft Skills
Doesn’t need to be micromanaged
Environment
Windows 10
Proprietary systems
Uninstalling/installing applications
Clients buy hardware, They set it up: Patch, antivirus, install office, join to domain
Adding users to AD
Creating emails in 365
Repairing devices that have been out in the field that are broken
Help desk and hardware
Kaseya
Azure
O365
Perks:
Lots of internal training, encourage training, opportunity for growth
Requirements
Ideal candidate
Customer service skills is first and foremost, they have a good
Good personality, doesn’t crack under pressure
Listen to the client, you will hear what they are really saying. Everyone is calling with a problem. Be empathetic, let customer rant and rave, shake it off. Then go to let’s fix it mode.
Technically competent – Light AD, no GPO experience needed. Adding removing users, create security groups, add people to distro lists.
Do a lot of work with printers. Local and ad deployed
Email work, creating and deleting, backing up terminated employees
Basic desktop, ie can’t access a network resource
Antivirus cleaning up potential viruses on machines
Know Windows 10 and get the updates.
In Kaseya there are monitors in place that give them reports on potential threats.
Anti-virus is webroot.
Get Customer of Day report – machines that are missing patches etc.
MUST HAVES:
O365 EXPERIENCE
WINDOWS 10 EXPERIENCE
ACTIVE DIRECTORY
GP
KASEYA PREFERRED
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.
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