Help Desk Analyst II

Ref ID: 04874161 Classification: Help Desk Analyst II Compensation: $22.80 to $26.40 hourly Robert Half is looking for a Help Desk Analyst II to join our team.

This long-term contract / temporary employment opportunity is based in the Seattle, Washington area.

We’re seeking someone with a can-do attitude who is looking to be part of a highly motivated team.

This job’s main duty is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users.

As the Help Desk Analyst, you should also be aware of how your role relates to IT projects and IT Service Management initiatives.

This includes understanding Incident, Problem, Change Management and other processes.

You should also know 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.

There is a chance that you could cover alternative shifts when needed.

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.

Your responsibilities in this role
– This job is important because it must facilitate user account management.

This includes onboarding, change and departure processes
– Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
– 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.

– Provide guidance to Tier 1 support and team members
– Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Job Requirements:

– Ability to multitask and attention to detail are critical
– 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
– 3+ years’ of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
– This position is best filled with someone who has a combination of superior customer service skills and technical aptitude
– In this position, the candidate will be tasked with analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction
– Ability to effectively interact, verbally and in writing
– Microsoft Office experience preferred
– Solid understanding of MS Windows 10
– Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity
– Able to work independently with a minimal amount of oversight
– Working knowledge in one or more programming or scripting language
– We really want someone with ITIL certification for this job
Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis.

From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.

Our experienced staffing professionals can promote you to employers and advocate on your behalf.

We provide access to top jobs, competitive compensation and benefits, and free online training.

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When you work with us, you’re working with the best.

Robert Half has been recognized as one of FORTUNE’s “Most Admired Companies” every year since 1998 and was named to Forbes’ inaugural list of America’s Best Temporary Staffing Firms.

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job openings must be authorized to work in the United States.

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