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Robert Half Help Desk Analyst II in West Barnstable, Massachusetts

Description Robert Half is looking for Help Desk Analysts like you to join our team! If you have a can-do attitude and are looking to be part of a highly motivated team, this position is for you. If you can 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. The perfect candidate for this job will be able to create knowledge articles and arrange training for other Service Desk Analysts when needed. 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. How your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives is also important. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. Candidates should also be aware of 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. This is a position for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This is a long-term contract / temporary opportunity. This Help Desk Analyst II role will be located in the West Barnstable, Massachusetts area and will be a long-term contract / temporary position.

Key responsibilities

  • 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

  • Provide guidance to Tier 1 support and team members

  • 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

  • The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes Requirements - Candidates who have a combination of superior customer service skills and technical aptitude will be preferred

    • Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
  • Ability to simplify complex problems and build solutions

  • Ability to multitask and communicate well with individuals of all backgrounds

  • Foundational knowledge in Tier 2 Support

  • Comprehensive knowledge of Basic Troubleshooting

  • Proficiency in Network Troubleshooting

  • Command of Basic Troubleshooting

  • 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

  • Ability to work independently with minimal oversight

  • Interested candidates should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

    • We really want someone with ITIL certification for this job
  • Excellent oral and written communication skills

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