Help Desk Analyst II

Description

Robert Half is looking for a Help Desk Analyst II to join our team. This long-term contract / temporary employment opportunity is based in the Jenkintown, Pennsylvania area. We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. If you can handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users, this job might be for you. This position absolutely must understand how the Help Desk Analyst role relates to IT projects and IT Service Management initiatives. You should also understand Incident, Problem, Change Management and other processes. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. The responsibilities for this Analyst job can sometimes include covering alternative shifts when needed. We encourage any applicants who fit the description of a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This role is with a company in the Real Estate Property/Facilities Mgt field.

100% ONSITE AND MUST HAVE OWN, RELIABLE VEHICLE - LOCAL TRAVEL REQUIRED

Your responsibilities

• 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

• Provide guidance to Tier 1 support and team members

• 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

• Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

• You'll do well in this job if you can facilitate user account management. That involves handling onboarding, change and departure processes

Requirements

100% ONSITE AND MUST HAVE OWN, RELIABLE VEHICLE - LOCAL TRAVEL REQUIRED

• One or more programming or scripting language skills required

• 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

  • Applicants with a combination of superior customer service skills and technical aptitude will be preferred

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

  • This job will often be easier if you have ITIL certification

• Great written, verbal, and interpersonal skills

• Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity

• Knowledge of Basic Troubleshooting

• Strong familiarity with MS Windows 10

• Solid understanding of Break Fix

• Foundational knowledge in Microsoft

  • Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems is required for success at this position

• Able to work independently with a minimal amount of oversight

• Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

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 works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (~~~) and get 1-tap apply, notifications of AI-matched jobs, and much more.

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, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit ~~~ for more information.

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