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Robert Half International Help Desk Analyst II in FEASTERVILLE TREVOSE, Pennsylvania

Description

There is an opportunity to join the team at Robert Half Technology, as a Help Desk Analyst! This long-term temporary employment opportunity is based in the Feasterville Trevose, Pennsylvania area. We're seeking someone with a can-do attitude who is looking to be part of a highly motivated team. We're looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. 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. It is also important for you 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. This Service Desk Analyst job's main duty is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Your duties might include creating knowledge articles and arranging training for other Service Desk Analysts when needed. Covering alternative shifts when needed is often necessary with this Analyst job. We encourage any applicants who fit the description of a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

Key responsibilities:

  • 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

  • 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

  • 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

  • The most important thing about this job is to facilitate user account management. This includes handling onboarding, change and departure processes

    Requirements - Can work independently with minimal supervision

  • Strong communication skills, both verbally and in writing

    • ITIL certification a plus
  • Proficiency in customer service

  • Knowledge of Active Directory

  • Solid understanding of Ticketing System

    • This position is best filled with someone who has 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

  • Be able to prioritize workload and perform in a fast-paced and challenging environment

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

  • Interested candidates should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

    • You might be a good fit for this position if you have 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

Robert Half Technology matches IT professionals with remote or on-site jobs 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 experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.

When you work with us, you’re working with the best. Robert Half has been recognized as one of FORTUNE’s “Most Admired Companies” every year since 1998 and was named to Forbes’ inaugural list of America’s Best Temporary Staffing Firms.

Questions? Call your local office at 1.888.490.4429. 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.

© 2020 Robert Half Technology. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (www.roberthalf.com/terms-of-use).

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