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