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Technical Support Analyst

Job Description

Ref ID: 04510-0011112035

Classification: Help Desk Analyst II

Compensation: $50000.00 to $60000.00 yearly

Looking for a new opportunity? You should apply for this Help Desk Analyst position with a growing company! If you are a self-confident, motivated person with a strong work ethic and excellent communication skills - and you enjoy a fast-paced team-driven environment - we invite you to apply. The primary function of this Service Desk Analyst job is to 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. Can you handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users? This job might be for you. As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. This position absolutely must 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 will be successful at this Analyst job if you can cover alternative shifts when needed.

Responsibilities

- Facilitate user account management: 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

- 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.

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

Job Requirements

- Critical thinking, problem solving, ability to work independently

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

- Ability to multitask and communicate well with individuals of all backgrounds

- Microsoft Office 365 experience

- Excellent communication skills (written and verbal)

- This position will be best given to a person with ITIL certification

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

- The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

- One or more programming or scripting language skills required

- Must be able to work independently with minimal supervision

- Candidates who have 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

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-Vienna
Employment Type Full-Time
Pay Type Year
Pay Rate $50,000.00 - $60,000.00 /Year
Store Type Engineering & Aerospace, IT & Technical, Creative & Design
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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-VA-Vienna
Recruiter
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Snapshot
Robert Half Technology
Company:
US-VA-Vienna
Location:
Full-Time
Employment Type:
Year
Pay Type:
$50,000.00 - $60,000.00 /Year
Pay Rate:
Engineering & Aerospace, IT & Technical, Creative & Design
Store Type:

Job Description

Ref ID: 04510-0011112035

Classification: Help Desk Analyst II

Compensation: $50000.00 to $60000.00 yearly

Looking for a new opportunity? You should apply for this Help Desk Analyst position with a growing company! If you are a self-confident, motivated person with a strong work ethic and excellent communication skills - and you enjoy a fast-paced team-driven environment - we invite you to apply. The primary function of this Service Desk Analyst job is to 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. Can you handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users? This job might be for you. As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. This position absolutely must 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 will be successful at this Analyst job if you can cover alternative shifts when needed.

Responsibilities

- Facilitate user account management: 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

- 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.

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

Job Requirements

- Critical thinking, problem solving, ability to work independently

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

- Ability to multitask and communicate well with individuals of all backgrounds

- Microsoft Office 365 experience

- Excellent communication skills (written and verbal)

- This position will be best given to a person with ITIL certification

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

- The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

- One or more programming or scripting language skills required

- Must be able to work independently with minimal supervision

- Candidates who have 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

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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Technical Support Analyst Apply now