Job Information
Robert Half Help Desk Analyst III in Woburn, Massachusetts
Description
Robert Half is looking for a Help Desk Analyst III to join our team. The ideal candidate for this position has a can-do attitude and is looking to be part of a highly motivated team. 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. You will need to be comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. We're looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. We also need the chosen candidate for the Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. 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. 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. Located in Woburn, Massachusetts, this Help Desk Analyst II role will be a long-term contract / temporary opening.
Your responsibilities in this role
You'll do well in this job if you can facilitate user account management. That involves handling onboarding, change and departure processes
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
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
Provide guidance to Tier 1 support and team members
Requirements
Education, License and Job Requirements:
Associates degree in related field or 2 years exp in lieu of a degree
A+ certification and MCSE certification
ITIL foundations certification preferred
CCNA or Network+ training a plus
Experience with Active Directory user management
Experience with Desktop management tools including remote services
Skills and Experience:
2+ years in an IT Help Desk Services position
Proven ability to deliver a positive user experience in multi-location corporate setting
Minimum of 2 years working with Microsoft windows technology
Demonstrated experience in troubleshooting Microsoft Windows desktop problems
Excellent written and verbal communication skills and an ability to document and describe problems in a clear and concise manner to technical and non-technical audience
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.
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