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Robert Half 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

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 and get 1-tap apply, instant notifications for AI-matched jobs, and more.

Questions? Call your local office at 1.888.490.4429. 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.

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