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Help Desk Analyst II

Company: Robert Half Technology
Location: Charleston
Posted on: August 14, 2019

Job Description:

Looking for a new opportunity? This growing company's Help Desk Analyst position might be right for you. 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, you might succeed at this position. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might find yourself creating knowledge articles and arranging training for other Service Desk Analysts when needed. You will spend your time 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, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. We also need the chosen candidate for this position to understand Incident, Problem, Change Management and other processes. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. The ideal candidate for this Analyst job can cover alternative shifts when needed. Responsibilities - Provide guidance to Tier 1 support and team members - 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 - If you believe you can facilitate user account management by handling onboarding, change and departure processes, you will be good at this job - Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. - Troubleshoot end user issues Provide root-cause analysis on various web and mobile applications handle escalated tickets relating to servernetwork related issues - Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- 3+ years of experience supporting desktopserver operating systems and technologies such as Active Directory, DNS, Exchange and VMware - Ability to multitask and communicate well with individuals of all backgrounds - The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction - Applicants with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred - A combination of superior customer service skills and technical aptitude - Critical thinking, problem solving, ability to work independently - Ability to communicate verbally and in writing effectively throughout all levels of the company - ITIL certification a plus - Adeptness in Network Troubleshooting - Hardware Troubleshooting experience highly desired - Proficiency in End-User Support - Remote Desktop Support experience preferred - Working knowledge in one or more programming or scripting language

Keywords: Robert Half Technology, Charleston , Help Desk Analyst II, IT / Software / Systems , Charleston, South Carolina

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