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Robert Half International Help Desk Analyst II in READING, Pennsylvania

Description Join the team at Robert Half Technology with this Help Desk Analyst Opportunity! This short-term temporary employment opportunity is based in the Reading, Pennsylvania area. We especially want to hear from you 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. 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. Understanding Incident, Problem, Change Management and other processes is also important. If you understand how these processes work together to provide superior support and high availability of our business, you will have an edge over the competition. 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 might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. Covering alternative shifts when needed is often necessary with this Analyst job. 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, you might succeed at this position.

Responsibilities

  • Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

  • Facilitate user account management: Onboarding, change and departure processes

  • Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

  • Provide guidance to Tier 1 support and team members

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

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

  • Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues Requirements - It is best if you have ITIL certification

    • A combination of superior customer service skills and technical aptitude
  • Adeptness in Microsoft Teams

  • Service Desk Tickets experience

  • Support Tickets experience

  • Microsoft Office 365 experience

  • Basic Troubleshooting experience

  • Microsoft Office 365 experience preferred

  • In this role, the candidate will be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

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

  • Experience in one or more programming or scripting language

  • Be able to prioritize workload and perform in a fast-paced and challenging environment

    • 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
  • Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity

  • Excellent oral and written communications skills

  • Can work independently with minimal supervision

Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.

Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.

When you work with us, you’re working with the best. Robert Half has been recognized as one of FORTUNE’s “Most Admired Companies” every year since 1998 and was named to Forbes’ inaugural list of America’s Best Temporary Staffing Firms.

Questions? Call your local office at 1.888.490.4429. 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.

© 2020 Robert Half Technology. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (www.roberthalf.com/terms-of-use).

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