Classification: Help Desk Analyst II
Compensation: DOE
If you are looking for work as a Help Desk Analyst, you could find the right opportunity with Robert Half! This long-term contract / temporary to hire employment opportunity is based in the Raleigh, North Carolina area. We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. The biggest part of this job is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. You should also know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. You should also understand Incident, Problem, Change Management and other processes. It is important for the chosen candidate to understand how these processes work together to provide superior support and high availability of our business. Service Desk Analysts represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. You might find that you need to cover alternative shifts when needed. Apply for this position today if you think you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.
What you get to do every day
- 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
- It is important for this job to facilitate user account management by 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 and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.- If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred
- Ability to communicate verbally and in writing effectively throughout all levels of the company
- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Capable of working independently with minimal oversight
- 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
- Ability to simplify complex problems and build solutions
- We really want someone with ITIL certification for this job
- Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- Foundational knowledge in Microsoft Exchange
- Deep understanding of Microsoft Office 365
- Adeptness in VPN Technologies
- Active Directory experience desired
- Microsoft Exchange Server experience highly desired
- Knowledge of ADUC - Active Directory Users & Computers
- Be able to prioritize workload and perform in a fast-paced and challenging environment
- Experience in one or more programming or scripting language
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