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Description We are in search of a skilled Help Desk Analyst II in the Higher Education sector, based in Alexandria, Virginia. In this role, you will become an integral part of our technology team, dedicating your expertise to ensure that our users can effectively utilize our systems and tools to achieve their objectives. This role offers a contract to hire employment opportunity and requires proficiency in Citrix Technologies, Database, and EO/IR systems.

Responsibilities:

• Ensure users have access to dependable, up-to-date computer hardware/software that fulfils their professional needs.

• Handle inquiries and requests for assistance from both internal and external users through various channels such as telephone, email, chat, and ticketing system.

• Troubleshoot and resolve issues spanning from desktop, application, telephony, and network levels.

• Set up, repair, upgrade, and troubleshoot computer hardware, software, and peripherals.

• Maintain an organized inventory of equipment, software applications, and licenses.

• Guarantee timely response and resolutions to service desk requests in harmony with service level agreements.

• Escalate support tickets to the relevant team members when issues cannot be resolved within the set service level agreements.

• Proactively offer recommendations, assistance, and solutions to enhance the user experience.

• Support asset acquisition, installation, configuration, and maintenance.

• Manage and support various cloud-based applications.

• Provide top-notch audio/visual support for meetings, webinars, and conferences.

• Triage, document, and communicate all confirmed issues to our engineering teams and key stakeholders.

• Develop and conduct training for end users to improve their competence in technology tools.

• Contribute to the creation and refinement of job aids, operating mechanisms, and knowledge base articles.

• Manage and enhance the configuration of our internal case management software.

• Monitor, maintain and update network printers and other devices in the physical office space.

• Execute the onboarding and offboarding process for employees and/or contractors. Requirements • Applicant must possess a minimum of 2 years of experience in a similar role within the Higher Education industry.

• Proficiency in Citrix Technologies is required.

• Candidate must have substantial knowledge and experience of working with Databases.

• Familiarity with EO/IR systems is essential.

• Excellent problem-solving abilities and strong communication skills are required.

• Ability to work independently and as part of a team is necessary.

• The role demands a high level of attention to detail and organizational skills.

• A degree in Computer Science, Information Technology, or a related field is preferred.

• The candidate should have the ability to handle multiple tasks simultaneously and meet deadlines.

• Prior experience in providing customer support and troubleshooting is beneficial.

• Familiarity with help desk software, databases and remote control is desired.

• Strong client-facing and communication skills are necessary.

• Advanced troubleshooting and multi-tasking skills are required.

• The applicant should be comfortable working in a fast-paced, dynamic environment.

• Knowledge of performance evaluation and customer service metrics is a plus.

• The candidate should have the ability to work in a diverse team with a customer-oriented approach.

• Willingness to participate in continuing education to stay up-to-date with the latest technologies is desirable. Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .