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CRM/Help Desk Analyst II

Job Description

Ref ID: 00600-0011253445

Classification: Help Desk Analyst II

Compensation: DOE

You could join the Robert Half Technology team if you are looking for work as a Help Desk Analyst! You should apply today if you have a can-do attitude and are looking to be part of a highly motivated team. This is the perfect Service Desk Analyst job for you if you want to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. This job requires you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. We need the person in this position to know how your role as the Help Desk Analyst 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. It is also important for you to understand how these processes work together to provide superior support and high availability of our business. You might also be asked to cover alternative shifts when needed. We invite you to apply 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. If you're looking for a long-term temporary opportunity with a company in the Non-Profit field, this role might be for you. This Help Desk Analyst II role will be located in the Colorado Springs, Colorado area and will be a long-term temporary position.

Your responsibilities

- Provide guidance to Tier 1 support and team members

- 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.

- It is important for this job to facilitate user account management by handling onboarding, change and departure processes

- 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

- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

Job Requirements

- This position will be the best fit for a candidate with a combination of superior customer service skills and technical aptitude - Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction - It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems - Ability to simplify complex problems and build solutions - CRM experience - Foundational knowledge in Blackbaud - Blackbaud Software experience - Command of CRM - Solid understanding of CRM - Proven knowledge of Desktop Support - One or more programming or scripting language skills required - Can work independently with minimal supervision - Excellent communication skills (written and verbal) - ITIL certification a plus - 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware - Ability to handle multiple tasks to prioritize needs and expedite tasks upon request

Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.

Job Snapshot

Location US-CO-Colorado Springs
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Engineering & Aerospace, IT & Technical, Creative & Design
Other Compensation: DOE
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Company Overview

Robert Half Technology

With more than 100 locations worldwide, Robert Half Technology is a leading provider of technology professionals on a project and full-time basis for initiatives ranging from web development and systems integration to network security and technical support. Learn More

Contact Information

US-CO-Colorado Springs
Recruiter
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Snapshot
Robert Half Technology
Company:
US-CO-Colorado Springs
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Engineering & Aerospace, IT & Technical, Creative & Design
Store Type:

Job Description

Ref ID: 00600-0011253445

Classification: Help Desk Analyst II

Compensation: DOE

You could join the Robert Half Technology team if you are looking for work as a Help Desk Analyst! You should apply today if you have a can-do attitude and are looking to be part of a highly motivated team. This is the perfect Service Desk Analyst job for you if you want to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. This job requires you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. We need the person in this position to know how your role as the Help Desk Analyst 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. It is also important for you to understand how these processes work together to provide superior support and high availability of our business. You might also be asked to cover alternative shifts when needed. We invite you to apply 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. If you're looking for a long-term temporary opportunity with a company in the Non-Profit field, this role might be for you. This Help Desk Analyst II role will be located in the Colorado Springs, Colorado area and will be a long-term temporary position.

Your responsibilities

- Provide guidance to Tier 1 support and team members

- 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.

- It is important for this job to facilitate user account management by handling onboarding, change and departure processes

- 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

- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

Job Requirements

- This position will be the best fit for a candidate with a combination of superior customer service skills and technical aptitude - Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction - It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems - Ability to simplify complex problems and build solutions - CRM experience - Foundational knowledge in Blackbaud - Blackbaud Software experience - Command of CRM - Solid understanding of CRM - Proven knowledge of Desktop Support - One or more programming or scripting language skills required - Can work independently with minimal supervision - Excellent communication skills (written and verbal) - ITIL certification a plus - 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware - Ability to handle multiple tasks to prioritize needs and expedite tasks upon request

Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.

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CRM/Help Desk Analyst II Apply now