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Help Desk Analyst II

Company: Robert Half
Location: Arlington
Posted on: November 22, 2021

Job Description:

Looking for a new opportunity? This Help Desk Analyst position with a growing company might be right for you. 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. Can you represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services? This Service Desk Analyst job might be for you. This position could certainly have duties including creating knowledge articles and arranging training for other Service Desk Analysts when needed. If chosen, you'll 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. We need the person in 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. You will be successful at this Analyst job if you can cover alternative shifts when needed.

Your responsibilities in this role

  • Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
  • Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
  • Provide guidance to Tier 1 support and team members
  • 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 and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
  • You might be good at this job if you believe you can facilitate user account management by handling onboarding, change and departure processes
  • This position requires a combination of superior customer service skills and technical aptitude
  • Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity
  • Capable of working independently with minimal oversight
  • Excellent oral and written communications skills
  • Ability to handle multiple tasks to prioritize needs and expedite tasks upon request
  • You might be a good fit for this position if you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
  • We especially are looking for candidates with ITIL certification
  • A qualified candidate would be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
  • Experience in one or more programming or scripting language
  • MS Windows 10 experience required
  • Foundational knowledge in Microsoft Office 365
  • Deep understanding of Active Directory
  • Microsoft Windows experience desired
  • 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMwareTechnology 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 1.888.490.4429. 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 .

Keywords: Robert Half, Arlington , Help Desk Analyst II, Professions , Arlington, Virginia

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