Help Desk Analyst II - with Great Benefits

If you're a Help Desk Analyst candidate, consider this Robert Half opportunity. You should apply today if you have a can-do attitude and are looking to be part of a highly motivated team. 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. 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. As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. There is a chance that you could cover alternative shifts when needed. 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 is a short-term contract / temporary opportunity. Located in Cambridge, Massachusetts, this Help Desk Analyst II role will be a short-term contract / temporary opening.

What you get to do every day

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

- This job succeeds when it can 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

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

- Provide guidance to Tier 1 support and team members

- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

- Comprehensive knowledge of iMac

- Knowledge of Mac OS

- Proficiency in Jamf Pro

- Critical thinking, problem solving, ability to work independently

- Ability to multitask efficiently and prioritize work

- Working knowledge in one or more programming or scripting language

- Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

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

- You'll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude

- Excellent oral and written communication skills

- Capable of working independently with minimal oversight

- ITIL certification a plus