Help Desk Analyst II

Description You might be the Help Desk Analyst Robert Half is looking for! This long-term contract / contract / temporary to permanent employment opportunity is based in the Lebanon, New Hampshire area. Apply today if you have a can-do attitude and are looking to be part of a highly motivated team. 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. You should also know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Understanding Incident, Problem, Change Management and other processes is also important. You should also know how these processes work together to provide superior support and high availability of our business. This is the perfect Service Desk Analyst job for you if you want to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. That might mean creating knowledge articles and arranging training for other Service Desk Analysts when needed. You should be prepared to cover 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 Healthcare/NHS field.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- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- This job is important because it must facilitate user account management. This includes onboarding, change and departure processes- 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- 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 Requirements - Critical thinking, problem solving, ability to work independently - This position requires a combination of superior customer service skills and technical aptitude- Ability to handle multiple tasks to prioritize needs and expedite tasks upon request- Excellent oral and written communication skills- One or more programming or scripting language skills required - 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- Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction- Ability to work independently with minimal oversight- Foundational knowledge in customer service- Account Creation experience required- Experience with Basic Troubleshooting- Comprehensive knowledge of Networking- End-User Support experience- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware - Applicants with ITIL certification are preferred 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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.Questions? Call your local office at 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. Visit https://roberthalf.gobenefits.net/ for more information.© 2021 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.