Help Desk Analyst II

Description You could join the Robert Half team if you are looking for work as a Help Desk Analyst! You should apply today if you have a can-do attitude and are looking to be part of a highly motivated team. We're looking for a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position could certainly have duties including creating knowledge articles and arranging training for other Service Desk Analysts when needed. 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. It is also important for you to understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. We also need the chosen candidate for this position to understand Incident, Problem, Change Management and other processes. It is also required for this position to know how these processes work together to provide superior support and high availability of our business. You should be prepared to cover alternative shifts when needed. This position requires 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 permanent opportunity. Located in Washington, District of Columbia, this Help Desk Analyst II role will be a permanent opening.Key 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- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues- Provide guidance to Tier 1 support and team members- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards Requirements - Applicants with ITIL certification are preferred- Can work independently with minimal supervision - Applicants with a combination of superior customer service skills and technical aptitude will be preferred- Ability to effectively interact, verbally and in writing- Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment- Experience in one or more programming or scripting language- 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Knowledge of Active Directory- Adeptness in Ring Central- Computer Hardware experience preferred- C-Suite experience- O 365 experience- Strong familiarity with Desktop Hardware - 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- In this role, the candidate will be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction- Ability to simplify complex problems and build solutions 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 Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. 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.© 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.