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Robert Half International Help Desk Analyst II in Salt Lake City Metro, Utah

Description Looking for a new opportunity? Apply for this Help Desk Analyst II role with a growing company. You'll be right for this position if you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. 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. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. Can you 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. This position absolutely must understand how the Help Desk Analyst role relates to IT projects and IT Service Management initiatives. We also need the chosen candidate for this position to understand Incident, Problem, Change Management and other processes. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. The responsibilities for this Analyst job can sometimes include covering alternative shifts when needed.

Key responsibilities

  • It is important for this job to facilitate user account management by handling onboarding, change and departure processes

  • 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

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

  • Provide guidance to Tier 1 support and team members

  • Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - Ability to multitask and communicate well with individuals of all backgrounds

  • Capable of working independently with minimal oversight

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

  • Strong problem solving and analytical skills

    • This position is best filled with someone who has a combination of superior customer service skills and technical aptitude
  • In this role, the candidate will be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

  • Excellent oral and written communications skills

  • One or more programming or scripting language skills required

  • Deep understanding of Technical Documentation

  • Quality experience with Microsoft Office 365

  • Well-founded grasp of hardware & software installation

  • Wide ranging experience with TCP/IP

  • Good understanding of Desktop Hardware

  • Skills in Active Directory

  • Previous experience working with Hardware Issues

  • Comprehension of Remote Desktop Support

  • Solid understanding of Basic Network Troubleshooting

  • Prior experience with Enterprise Anti-Virus

  • Experience with Windows Remote Desktop

  • Solid understanding of Superior Customer Service

  • Proven knowledge of Equipment Installation

  • Technical Support experience

  • Practical knowledge of Microsoft Windows

  • Hardware Troubleshooting experience preferred

  • Hands-on experience with Anti-Virus

  • General familiarity with Network Connectivity

  • Earlier work involving DHCP DNS

  • Ticketing System experience preferred

    • 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

    • This job will often be easier if you have ITIL certification

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 1.888.490.4429. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ 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 (www.roberthalf.com/terms-of-use).

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