Help Desk Analyst II

Description Join the team at Robert Half Technology with this Help Desk Analyst Opportunity! This long-term temporary employment opportunity is based in the Atwater, California area. The ideal candidate for this position has a can-do attitude and is looking to be part of a highly motivated team. This job's main duty is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. You should also know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. You should also 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. This Service Desk Analyst job is for someone who can 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. There is a chance that you could 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- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.- 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 ideal candidate for this job is able to facilitate user account management by handling onboarding, change and departure processes Requirements - Strong familiarity with ServiceNow- Comprehensive knowledge of MS Windows 10- Remote Assistance experience highly desired- Foundational knowledge in Remote Access- Expertise in Microsoft Office 365- Background in one or more programming or scripting language- Strong communication and social skills and able to receive criticism well- Be able to prioritize workload and perform in a fast-paced and challenging environment - Applicants with a combination of superior customer service skills and technical aptitude will be preferred- Can work independently with minimal supervision- Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction - It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems - ITIL certification is an even more strongly preferred point- 5+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Ability to simplify complex problems and build solutions 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).