Robert Half Technical Support Analyst II in Salt lake city, Utah
Description Looking for a new opportunity? Your next Help Desk Analyst position might be with this growing company! You'll be right for this position 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. Can you represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services? This Service Desk Analyst job might be for you. You might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. You'll mostly be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is also important for you to understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Another important piece of knowledge candidates should have is an understanding of Incident, Problem, Change Management and other processes. Another important piece of knowledge candidates should have is how these processes work together to provide superior support and high availability of our business. Covering alternative shifts when needed is often necessary with this Analyst job.
How you will make an impact
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Provide guidance to Tier 1 support and team members
Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
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.
This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards Requirements - Background in one or more programming or scripting language
Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
If you're looking for job openings and have a combination of superior customer service skills and technical aptitude, you might be a good fit for this position
Knowledge of VPNs (virtual private networks)
Solid understanding of Citrix
Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity
Capable of working independently with minimal oversight
5+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- It is best if you have ITIL certification
Ability to multitask and communicate well with individuals of all backgrounds
Excellent written/verbal communication and organizational skills
Complex problem solving skills are a must. Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
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.