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Help Desk Analyst II

Company: Robert Half Technology
Location: Fort Myers
Posted on: July 31, 2022

Job Description:

Description Looking for a new opportunity? You might be the right Help Desk Analyst for this growing company in the IT Services field. This position requires a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. We're looking for a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might end up 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. If you understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives, you will have an edge over the competition. It is also required for this position to understand Incident, Problem, Change Management and other processes. If you understand how these processes work together to provide superior support and high availability of our business, you will have an edge over the competition. This Analyst job sometimes includes covering alternative shifts when needed.Your responsibilities- Provide guidance to Tier 1 support and team members- 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- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory- The most important thing about this job is to facilitate user account management. This includes handling onboarding, change and departure processes- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards Requirements - Strong communication skills and able to receive criticism well- Ability to multitask and communicate well with individuals of all backgrounds- 2+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware - You will be among the top candidates for the job if you have ITIL certification- One or more programming or scripting language skills required- Foundational knowledge in Basic Troubleshooting- Proficiency in Basic Network Troubleshooting- Ticketing System experience highly desired- Microsoft Office 365 experience- Active Directory experience- 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- Can work independently with minimal supervision - You'll be a good fit for this position if you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems - A combination of superior customer service skills and technical aptitude- Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity 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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app ( and get 1-tap apply, instant notifications for AI-matched jobs, and more.Questions? Call your local office at 1.888.490.4429. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit for more information. - 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

Keywords: Robert Half Technology, Fort Myers , Help Desk Analyst II, Professions , Fort Myers, Florida

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