Help Desk Analyst II

Company: Robert Half
Location: Portland
Posted on: February 22, 2021

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