Help Desk Analyst II

You might be the Help Desk Analyst Robert Half is looking for! If you have a can-do attitude and are looking to be part of a highly motivated team, you'd be great for this position! Can you 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. Your duties might include 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. 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. Candidates should also be able to understand 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. Covering alternative shifts when needed is often necessary with this Analyst job. This is a position for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This is a permanent opportunity. Located in Morrisville, North Carolina, this Help Desk Analyst II role will be a permanent opening.

Your responsibilities in this role

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

- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

- Provide guidance to Tier 1 support and team members

- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

- The most important thing about this job is to facilitate user account management. This includes handling onboarding, change and departure processes

- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

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

Requirements

- Ability to simplify complex problems and build solutions

- Background in one or more programming or scripting language

- You'll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude

- Ability to multitask and attention to detail are critical

- 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

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

- This position will be the best fit for a candidate with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

- Able to work independently with a minimal amount of oversight

- ITIL certification will strengthen your position for the job

- Excellent verbal, written, and social communication skills

- Active Directory experience preferred

- Active Directory experience desired

- Microsoft Office 365 experience

- Desktop Imaging experience preferred

Salary : $50,000 - $70,000