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Description Robert Half is looking for a Help Desk Analyst II to join our team. If you have a can-do attitude and are looking to be part of a highly motivated team, this position is for you. Service Desk Analysts represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Your duties might include creating knowledge articles and arranging training for other Service Desk Analysts when needed. This job requires you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. It is also required for this Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. It is also required for this position to understand Incident, Problem, Change Management and other processes. How these processes work together to provide superior support and high availability of our business is also important. There is a chance that you could cover alternative shifts when needed. We invite you to apply 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. This is a long-term contract / temporary opportunity. This Help Desk Analyst II opportunity will be located in the Washington, District of Columbia area and will be a long-term contract / temporary position.

Your responsibilities

• Provide guidance to Tier 1 support and team members

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

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

• Facilitate user account management: Onboarding, change and departure processes

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

• 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 Requirements - Foundational knowledge in Microsoft SCCM

• Microsoft SCCM experience

• Cisco Networking experience

• Microsoft Office 365 experience

• Knowledge of Active Directory

• Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

  • It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

• Can work independently with minimal supervision

• Critical thinking, problem solving, ability to work independently

• Working knowledge in one or more programming or scripting language

• Ability to effectively interact, verbally and in writing

  • ITIL certification is a big plus for this job

  • A combination of superior customer service skills and technical aptitude

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

• Ability to multitask and communicate well with individuals of all backgrounds Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .