Help Desk Analyst II
Company: Robert Half
Location: Portland
Posted on: February 22, 2021
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Job Description:
Description There is an opportunity to join the team at Robert
Half Technology, as a Help Desk Analyst! This long-term temporary
employment opportunity is based in the Portland, Maine area. We
especially want to hear from you if you have a can-do attitude and
are looking to be part of a highly motivated team. We need you to
handle complex end-user support issues and provide support to team
members by focusing and restoring service to the end users. We need
the person in this position to know how your 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. We also need the chosen candidate for this
position to know how these processes work together to provide
superior support and high availability of our business. If you're
looking for work where you can represent the Service Desk by
liaising with 2nd and 3rd level teams to help transition new and
changing services this Service Desk Analyst job might be for you.
This position sometimes 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. Candidates for this position should keep in mind that we
are looking for a self-confident, motivated person with a strong
work ethic and excellent communication skills who enjoys a
fast-paced, team-driven environment. This role is with a company in
the Pension Fund field.Major responsibilities- Provide guidance to
Tier 1 support and team members- 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- Understand concepts related to networks, servers, PCs,
databases, proprietary systems, etc.- 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- This job succeeds when it can facilitate user
account management by handling onboarding, change and departure
processes Requirements - This position is best filled with someone
who has a combination of superior customer service skills and
technical aptitude- Ability to analyze complex business problems,
propose effective solutions and understand and apply business
vision and direction- Excellent verbal, written, and social
communication skills- Capable of working independently with minimal
oversight- Background in one or more programming or scripting
language- Ability to multitask, collaborate and communicate well
with individuals of all backgrounds in a fast-paced environment- 3+
years' of experience supporting desktop/server operating systems
and technologies such as Active Directory, DNS, Exchange and VMware
- This position will be best given to a person with ITIL
certification- Foundational knowledge in Microsoft Office 365-
Knowledge of Mitel 3300- Microsoft Office 365 experience- Strong
familiarity with Mitel- Microsoft Windows 10 experience- Ability to
simplify complex problems and build solutions - Candidates who have
technical skills to serve as escalation point for handling
incidents and service requests related to application, operating
system and other service related problems will be preferred 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. For more opportunities, get the Robert Half app and
receive instant notifications when our AI matches you with
jobs.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.Questions? Call
your local office at 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.
2020 Robert Half Technology. An Equal Opportunity Employer.
M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing
to Robert Half's Terms of Use ( ). - provided by Dice
Keywords: Robert Half, Portland , Help Desk Analyst II, Professions , Portland, Maine
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