Help Desk Analyst II

30 Sep 2024

Vacancy expired!

Description

Robert Half is looking for Help Desk Analysts like you to join our team! This long-term contract / temporary to hire employment opportunity is based in the Boston, Massachusetts area. This is a position for someone who has a can-do attitude and who is looking to be part of a highly motivated team. This is the perfect job for you if you want work where you will spend most of your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. One of the most important parts, though, is how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. This position absolutely must 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. We need 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 sometimes includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. The ideal candidate for this Analyst job can cover alternative shifts when needed. We invite you to apply 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.

What you get to do every day

- 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

- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

- 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

- You'll do well in this job if you can facilitate user account management. That involves handling onboarding, change and departure processes

Requirements

- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

- Applicants with a combination of superior customer service skills and technical aptitude will be preferred

- It is best if you have ITIL certification

- Excellent problem-solving skills

- Excellent oral and written communications skills

- Complex problem solving skills are a must. Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

- Ability to multitask and meet deadlines

- Provide Technical Support experience

- Expertise in Mac OS

- Proficiency in MS Windows 10

- Foundational knowledge in Active Directory

- Able to work independently with a minimal amount of oversight

- 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

- Background in one or more programming or scripting language

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.

  • ID: #46109675
  • State: Massachusetts Boston 02109 Boston USA
  • City: Boston
  • Salary: $23.75 to $27.50 hourly
  • Job type: Permanent
  • Showed: 2022-09-30
  • Deadline: 2022-11-27
  • Category: Et cetera