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Help Desk Analyst II

Job Description

Ref ID: 04310-0011116706

Classification: Help Desk Analyst II

Compensation: DOE

If you're a Help Desk Analyst candidate, consider this Robert Half Technology opportunity. This full-time employment opportunity is based in the Norfolk, Virginia area. If you have a can-do attitude and are looking to be part of a highly motivated team, this position is for you. This is the perfect job for you if you want work where you will spend most of your time handling complex end-user support issues and providing support to team members by focusing on 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. Understanding Incident, Problem, Change Management and other processes is also important. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. If you're looking for work where you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services this Service Desk Analyst job might be for you. You might find yourself 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. We encourage any applicants who fit the description of a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

Responsibilities

- 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

- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

- Provide guidance to Tier 1 support and team members

- 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

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

Job Requirements

- Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment

- Background in one or more programming or scripting language

- Can work independently with minimal supervision

- Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

- Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems is required for success at this position

- Ability to communicate verbally and in writing effectively throughout all levels of the company

- Solid understanding of Virtual Server

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

- Applicants with ITIL certification are preferred

- Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity

- A combination of superior customer service skills and technical aptitude is required for success at this position

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-VA-Norfolk
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Engineering & Aerospace, IT & Technical, Creative & Design
Other Compensation: DOE
Apply

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

Job Description

Ref ID: 04310-0011116706

Classification: Help Desk Analyst II

Compensation: DOE

If you're a Help Desk Analyst candidate, consider this Robert Half Technology opportunity. This full-time employment opportunity is based in the Norfolk, Virginia area. If you have a can-do attitude and are looking to be part of a highly motivated team, this position is for you. This is the perfect job for you if you want work where you will spend most of your time handling complex end-user support issues and providing support to team members by focusing on 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. Understanding Incident, Problem, Change Management and other processes is also important. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. If you're looking for work where you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services this Service Desk Analyst job might be for you. You might find yourself 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. We encourage any applicants who fit the description of a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

Responsibilities

- 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

- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

- Provide guidance to Tier 1 support and team members

- 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

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

Job Requirements

- Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment

- Background in one or more programming or scripting language

- Can work independently with minimal supervision

- Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

- Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems is required for success at this position

- Ability to communicate verbally and in writing effectively throughout all levels of the company

- Solid understanding of Virtual Server

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

- Applicants with ITIL certification are preferred

- Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity

- A combination of superior customer service skills and technical aptitude is required for success at this position

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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Help Desk Analyst II Apply now