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Help Desk Analyst II

Company: Robert Half
Location: Lowell
Posted on: March 17, 2023

Job Description:

Description Looking for a new opportunity? You should apply for this Help Desk Analyst position with a growing company! If you are a self-confident, motivated person with a strong work ethic and excellent communication skills - and you enjoy a fast-paced team-driven environment - we invite you to apply. If you can 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. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. This job's main duty is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. As the Help Desk Analyst, you should also be aware of how your role relates to IT projects and IT Service Management initiatives. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. It is important for the chosen candidate to understand how these processes work together to provide superior support and high availability of our business. There is a chance that you could cover alternative shifts when needed.Key responsibilities+ Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory+ Facilitate user account management: Onboarding, change and departure processes+ Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.+ Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards+ Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment+ 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 Requirements + Be able to prioritize workload and perform in a fast-paced and challenging environment+ Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction+ 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware+ Strong communication and interpersonal skills+ Ability to work independently with minimal oversight+ Applicants should have a combination of superior customer service skills and technical aptitude+ Background in one or more programming or scripting language+ Applicants with ITIL certification are preferred+ Solid understanding of Microsoft Office 365+ Command of Azure Active Directory+ Desktop Imaging experience preferred+ Customer service experience+ Deep understanding of Computer Imaging+ Strong problem solving and analytical skills+ 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 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 (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.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. - 2023 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/terms-of-use) .

Keywords: Robert Half, Lowell , Help Desk Analyst II, Professions , Lowell, Massachusetts

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