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Robert Half Help Desk Analyst II in New Bedford, Massachusetts

Description Looking for a new opportunity? This growing company's Help Desk Analyst position in the Manufacturing field might be right for you. 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. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position could certainly have duties including 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. We need the person in this position to know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. We need the person in 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. This Analyst job sometimes includes covering alternative shifts when needed.

Your responsibilities in this role

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

  • 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

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

  • The most important thing about this job is to facilitate user account management. This includes handling onboarding, change and departure processes Requirements - Able to work independently with a minimal amount of oversight

    • This position will be best given to a person with ITIL certification
  • Experience in one or more programming or scripting language

  • Ability to multitask and meet deadlines

  • Excellent oral and written communications skills

  • Proficient in analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

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

  • Demonstrated knowledge of Desktop Support

  • Basic Network Troubleshooting experience

  • Adeptness in WANs (Wide Area Network)

  • Ticketing System experience

  • General familiarity with Remote Desktop Support

  • Knowledge of Basic Troubleshooting

  • Experience with LAN (local area networks)

  • Active Directory experience

    • Candidates who have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred

    • This position will be the best fit for a candidate with a combination of superior customer service skills and technical aptitude

  • Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity

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 (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.

Questions? Call your local office at 1.888.490.4429. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. 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.

© 2022 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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