Robert Half Technology Job - 31496618 | CareerArc
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Company: Robert Half Technology
Location: Carson, CA
Career Level: Associate
Industries: Recruitment Agency, Staffing, Job Board


Looking for a new opportunity? This growing company might have the perfect position for you, in their Help Desk Analyst role! You should apply today 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 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. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. If chosen, you'll be handling complex end-user support issues and providing support to team members by focusing on 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. One of the most important parts, though, is how these processes work together to provide superior support and high availability of our business. As an Analyst, you may be asked to cover alternative shifts when needed. Key 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 - 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 - Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory - This job is important because it must facilitate user account management. This includes onboarding, change and departure processes - Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards ****FOR IMMEDIATE CONSIDERATION FOR THIS HELP DESK ANALYST II POSITION, PLEASE EMAIL YOUR RESUME DIRECTLY TO CHELSEA.CUA@RHT.COM *****


- Applicants with 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 - Excellent verbal, written, and social skills - We especially are looking for candidates with ITIL certification - Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity - Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction - Ability to work independently with minimal oversight - 5+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware - Ability to multitask and attention to detail are critical - Background in one or more programming or scripting language - This position will be the best fit for a candidate with a combination of superior customer service skills and technical aptitude - Demonstrated knowledge of Mac OS - Adeptness in VPNs (virtual private networks) - Knowledge of Microsoft Outlook - MS Outlook experience - Microsoft Office 365 experience preferred - Microsoft Office 365 experience highly desired - Solid understanding of MS Windows 10 - Audio Visual experience highly preferred - General familiarity with Mac OS X - Practical knowledge of Mac Computers ****FOR IMMEDIATE CONSIDERATION FOR THIS HELP DESK ANALYST II POSITION, PLEASE EMAIL YOUR RESUME DIRECTLY TO CHELSEA.CUA@RHT.COM *****

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