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Robert Half Help Desk Analyst II in Boston, Massachusetts

Description Looking for a new opportunity? This growing company might have the perfect position for you, in their Help Desk Analyst role! The ideal candidate for this position is a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This Service Desk Analyst job is for someone who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position sometimes includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. 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. It is important for the chosen candidate to understand how their role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Understanding Incident, Problem, Change Management and other processes is also important. How these processes work together to provide superior support and high availability of our business is also important. You should be prepared to cover alternative shifts when needed.

What you get to do every day

  • 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

  • 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

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

  • Provide guidance to Tier 1 support and team members

  • This job succeeds when it can facilitate user account management by handling onboarding, change and departure processes Requirements

  • Comprehensive knowledge of MS Windows 10

  • Mobile Device Management experience highly desired

  • Practical knowledge of Laptop Hardware

  • Microsoft Windows Server OS experience

  • Earlier work involving Basic Network Troubleshooting

  • Laptop Images experience highly preferred

  • Demonstrated knowledge of iOS

  • Adeptness in Mobile Device Support

  • Mobile Device experience

  • Background working with Provide Technical Support

  • General familiarity with Android

  • Microsoft Windows experience

    • Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
  • Ability to work independently with minimal oversight

  • Critical thinking, problem solving, ability to work independently

  • Ability to multitask and communicate effectively with individuals of all backgrounds

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

    • This position will be best given to a person with ITIL certification
  • Strong communication and social skills

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

    • Candidates who have a combination of superior customer service skills and technical aptitude will be preferred

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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.

Questions? Call your local office at 1.888.490.4429. 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. Visit https://roberthalf.gobenefits.net/ for more information.

© 2021 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/terms-of-use) .

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