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Robert Half Help Desk Analyst II in WASHINGTON, District Of Columbia

Description Robert Half is looking for a Help Desk Analyst II to join our team. This position is best for someone with a can-do attitude who is looking to be part of a highly motivated team. We're looking for a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might find yourself creating knowledge articles and arranging training for other Service Desk Analysts when needed. 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. How your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives is also important. Understanding Incident, Problem, Change Management and other processes is also important. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. The ideal candidate for this Analyst job can cover alternative shifts when needed. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills - and you enjoy a fast-paced team-driven environment - we invite you to apply. This is a long-term contract / temporary to full-time opportunity. Located in Washington, District of Columbia, this Help Desk Analyst II role will be a long-term contract / temporary to full-time opening.

Key responsibilities

  • This job's primary priority is to facilitate user account management by handling onboarding, change and departure processes

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

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

  • 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

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

  • Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

    • You'll be a good fit for this position if you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

    • The ideal candidate has ITIL certification

    • Candidates who have a combination of superior customer service skills and technical aptitude will be preferred

  • Strong communication and interpersonal skills (verbal, written, and listening)

  • The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

  • Ability to multitask and attention to detail are critical

  • Ability to simplify complex problems and build solutions

  • Working knowledge in one or more programming or scripting language

  • Ability to work independently with minimal oversight

  • Intune experience

  • Solid understanding of Microsoft SCCM

  • Adeptness in Microsoft Windows 10

  • Azure Active Directory experience

  • Demonstrated knowledge of ServiceNow

  • Proficiency in Microsoft Office 365

  • Microsoft Office 365 experience preferred

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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