Robert Half Help Desk Analyst II in WAYNE, Pennsylvania
Description Looking for a new opportunity? Your next Help Desk Analyst position might be with this growing company! We're seeking a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. 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. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. This job's main duty is handling complex end-user support issues and providing support to team members by focusing on 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. This position absolutely must understand Incident, Problem, Change Management and other processes. It is also required for this position to know how these processes work together to provide superior support and high availability of our business. You might also be asked to cover alternative shifts when needed.
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 concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
The ideal candidate for this job is able 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
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory Requirements - Must be able to work independently with minimal supervision
- It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Be able to prioritize workload and perform in a fast-paced and challenging environment
Strong communication and interpersonal skills
- You'll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude
Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement
VoIP experience preferred
Well-founded grasp of Hardware Troubleshooting
Contact Center experience preferred
Proven knowledge of Basic Network Troubleshooting
Cisco Hardware experience desired
Deep understanding of Microsoft
- ITIL certification will strengthen your position for the job
Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
Experience 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 (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Questions? Call your local office at 1.888.490.4429. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. 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.