Description
Robert Half is looking for Help Desk Analysts like you 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. This Service Desk Analyst job might be for you if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. The perfect candidate for this job will be able to create knowledge articles and arrange training for other Service Desk Analysts when needed. You'll mostly be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. Another important piece of knowledge you should have as the Help Desk Analyst is how your role relates to IT projects and IT Service Management initiatives. It is also required for this position to understand Incident, Problem, Change Management and other processes. You should also 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 to hire opportunity. This Help Desk Analyst II role will be located in the Cheektowaga, New York area and will be a long-term contract to hire position.
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
- 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 and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
- The most important thing about this job is to facilitate user account management. This includes handling onboarding, change and departure processes
Requirements
- It is best if you have ITIL certification
- Strong communication and social skills and able to receive criticism well
- Active Directory experience desired
- 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
- If you're looking for job openings and have a combination of superior customer service skills and technical aptitude, you might be a good fit for this position
- Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity
- Possess skill set to successfully analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- Applicants with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred
- Ability to multitask efficiently and prioritize work
- Capable of working independently with minimal oversight
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 roberthalf.gobenefits.net for more information.
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