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Description Looking for a new opportunity? You might find this growing company in the Healthcare, Hospitals, Social Assistance field's Help Desk Analyst position to be just what you're looking for! Apply for this position today if you think you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. 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. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. We're looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is important for the chosen candidate to understand how their role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Another important piece of knowledge candidates should have is an understanding of Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. This Analyst job sometimes includes covering alternative shifts when needed.

Your responsibilities in this role

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

• The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes

• 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

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

• Provide guidance to Tier 1 support and team members

• Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - Ability to multitask effectively

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

• Ability to recognize, evaluate, and resolve problems effectively

• Okta experience

• Linux experience required

• Strong familiarity with Microsoft Office 365

• Zendesk experience

• One or more programming or scripting language skills required

  • This position requires a combination of superior customer service skills and technical aptitude

  • Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

• Complex problem solving skills are a must. Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

• Capable of working independently with minimal oversight

• Strong communication skills, both verbally and in writing

  • ITIL certification a plus 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) .