Robert Half Technology Job - 30132085 | CareerArc
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Company: Robert Half Technology
Location: Irving, TX
Career Level: Associate
Industries: Recruitment Agency, Staffing, Job Board


There is an opportunity to join the team at Robert Half Technology, as a Help Desk Analyst! We're looking for some with a can-do attitude who is looking to be part of a highly motivated team, so if that's you, apply today! The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. This job's main duty is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. One of the most important parts, though, is how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. You should also 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. You might also be asked to cover alternative shifts when needed. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills - and you enjoy a fast-paced team-driven environment - we invite you to apply. This is a full-time opportunity. What you get to do every day - 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 - The ideal candidate for this job is able to facilitate user account management by handling onboarding, change and departure processes - Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory - Provide guidance to Tier 1 support and team members - Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. - Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues


- It is best if you have ITIL certification - The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction - Can work independently with minimal supervision - Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity - Strong communication and interpersonal skills - If you're looking for job openings and have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems, you might be a good fit for this position - Ability to multitask and meet deadlines - Solid understanding of Agile project management - It is preferred for applicants to have a combination of superior customer service skills and technical aptitude - Background in one or more programming or scripting language - 2+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

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