Robert Half Help Desk Analyst II in Portsmouth, New Hampshire
Description There is an opportunity for a Help Desk Analyst to join the team at Robert Half! This permanent employment opportunity is based in the Dover, New Hampshire area. We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. This job requires you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. As the Help Desk Analyst, you should also be aware of how your 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. The primary function of this Service Desk Analyst job is to 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. The responsibilities for this Analyst job can sometimes include covering alternative shifts when needed. We encourage any applicants who fit the description of a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.
Provide guidance to Tier 1 support and team members
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes
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
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory Requirements
Great written, verbal, and interpersonal skills
- A combination of superior customer service skills and technical aptitude is required for success at this position
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Knowledge of Microsoft Windows Server
Comprehensive knowledge of Active Directory
Microsoft Office 365 experience
Experience with Firewalls
Microsoft Exchange experience
-Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems is required for success at this position
Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity
Ability to work independently with minimal oversight
Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- ITIL certification is a big plus for this job
Ability to multitask and communicate effectively with individuals of all backgrounds
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.
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.