Job Information
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.
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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.
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