Help Desk Analyst II

Description Robert Half Technology is looking for a Help Desk Analyst II to join our team. This full-time employment opportunity is based in the Lewiston, Maine area. If you have a can-do attitude and are looking to be part of a highly motivated team, this position is for you. 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. As the Help Desk Analyst, it is important that you understand how your role 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. We need the person in this position to know 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. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you can cover alternative shifts when needed, you will be successful at this Analyst job. 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, you might succeed at this position.What you get to do every single day- Provide guidance to Tier 1 support and team members- 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- Meet and exceed SLA standards: Close 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- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.- The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processesInterested in learning more?Send me an email to get the details! Requirements - experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware - Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems- Ability to multitask and communicate effectively with individuals of all backgrounds- Strong problem solving and analytical skills- Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction- Able to work independently with a minimal amount of oversight- Active Directory experience desired- Expertise in VDI- Strong familiarity with Microsoft Windows 10- One or more programming or scripting language skills required - This position requires a combination of superior customer service skills and technical aptitude- Excellent communication and organizational skills - It is best if you have ITIL certification Robert Half Technology matches IT professionals with some of the best companies 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 personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities - fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets.From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNE's "Most Admired Companies" list every year since 1998.Download our mobile app to take your job search on the go!Contact your local Robert Half Technology office ator visit www.roberthalf.com/jobs/technology to apply for this job now or find out more about other job opportunities.All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada. 2020 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.