Help Desk Analyst Ii

You could join the Robert Half team if you are looking for work as a Help Desk Analyst! The ideal candidate for this position has a can-do attitude and is looking to be part of a highly motivated team. You'll be great at this Service Desk Analyst job if you can 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. If you can 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. We need the person in this position to 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. Covering alternative shifts when needed is often necessary with this Analyst job. You'll be right for this position 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. This is a long-term contract / temporary to hire opportunity. Located in Harrisburg, Pennsylvania, this Help Desk Analyst II role will be a long-term contract / temporary to hire opening.

Your responsibilities in this role:

- If you can facilitate user account management by handling onboarding, change and departure processes, you'll do well in this job

- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

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

- 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

- Ability to multitask effectively

- We really want someone with ITIL certification for this job

- Excellent written, verbal and social communication skills highly desired

- Ability to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

- If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred

- PC skills experience

- Expertise in Microsoft Office

- 2-3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

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

- Working knowledge in one or more programming or scripting language

- Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service-related problems

- Able to work independently with a minimal amount of oversight