Help Desk Analyst II

Description You might be the Help Desk Analyst Robert Half Technology is looking for! This short-term temporary employment opportunity is based in the Atwater, California area. We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. 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. This position absolutely must understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. Analysts may be asked to cover alternative shifts when needed. You should apply today if you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.Your responsibilities- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory- 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- The most important thing about this job is to facilitate user account management. This includes handling onboarding, change and departure processes- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues Requirements - Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems- Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity- Possess qualifications to analyze complex business problems, propose effective solutions and understand and apply business vision and direction- Ability to multitask and communicate well with individuals of all backgrounds - ITIL certification a plus- Ability to communicate verbally and in writing effectively throughout all levels of the company - It is preferred for applicants to have a combination of superior customer service skills and technical aptitude- Working knowledge in one or more programming or scripting language- Expertise in Microsoft Office 365- Proficiency in ServiceNow- Remote Assistance experience- Comprehensive knowledge of MS Windows 10- Foundational knowledge in Remote Access- Capable of working independently with minimal oversight- 5+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.When you work with us, you're working with the best. Robert Half has been recognized as one of FORTUNE's "Most Admired Companies" every year since 1998 and was named to Forbes' inaugural list of America's Best Temporary Staffing Firms.Questions? Call your local office at All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.© 2020 Robert Half Technology. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (www.roberthalf.com/terms-of-use).