Robert Half Help Desk Analyst II in San Antonio, Texas
Description Robert Half Technology is looking for a Help Desk Analyst II to join our team. This long-term temporary employment opportunity is based in the San Antonio, Texas area. We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. You will spend your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. Also, how these processes work together to provide superior support and high availability of our business. The ideal Service Desk Analyst can 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. Analysts may be asked to cover alternative shifts when needed. The ideal candidate for this position is a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.
Your responsibilities in this role
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
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
The ideal candidate for this job is able to facilitate user account management by handling onboarding, change and departure processes
Provide guidance to Tier 1 support and team members
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - Strong problem solving and analytical skills
Basic Network Troubleshooting experience
Expertise in Associated Technologies
- You will be among the top candidates for the job if you have ITIL certification
Ability to work independently with minimal oversight
A experience in candidate would be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
Strong communication and interpersonal skills (verbal, written, and listening)
A combination of superior customer service skills and technical aptitude is required for success at this position
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
Ability to multitask effectively
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Background in one or more programming or scripting language
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.