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Robert Half Help Desk Analyst II in PITTSBURGH, Pennsylvania

Description You might be the Help Desk Analyst Robert Half is looking for! This long-term contract / contract / contract / temporary employment opportunity is based in the Pittsburgh, Pennsylvania 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. We need you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. How your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives is also important. This includes understanding Incident, Problem, Change Management and other processes. We also need the chosen candidate for 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. That might mean 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. Candidates for this position should keep in mind that we are looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This role is with a company in the Transport field.

What you get to do every single day

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

  • 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.

  • 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

  • Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

  • Provide guidance to Tier 1 support and team members Requirements - Ability to recognize, evaluate, and resolve problems effectively

  • Excellent oral and written communication skills

  • Ability to work independently with minimal oversight

  • Proficiency in routers

  • Server experience

  • Solid understanding of Microsoft Windows

  • Expertise in Citrix

    • Candidates who have a combination of superior customer service skills and technical aptitude will be preferred

    • It is best if you have ITIL certification

    • Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

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

  • Experience in one or more programming or scripting language

  • Ability to multitask efficiently and prioritize work

  • 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

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.

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 (https://www.roberthalf.com/terms-of-use) .

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