Help Desk Technician II

If you want to work as a Help Desk Technician, consider this opportunity to join the team at Robert Half! We especially want to hear from you if you have a can-do attitude and are looking to be part of a highly motivated team. The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You’ll succeed at this job if you’re comfortable with 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. This position absolutely must understand how the Help Desk Analyst role relates to IT projects and IT Service Management initiatives. This position absolutely must 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. As an Analyst, you may be asked to cover alternative shifts when needed. We encourage any applicants who fit the description of 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 / contract / temporary to permanent opportunity. This Help Desk Analyst II role will be located in the Charlotte, North Carolina area and will be a long-term contract / contract / temporary to permanent position.
What you get to do every day

• Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
• Provide guidance to Tier 1 support and team members
• This job is important because it must facilitate user account management. This includes onboarding, change and departure processes
• Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
• 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
• Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
• Active Directory experience
• Proficiency in MS Windows 10
• Expertise in Microsoft Office 365
• 1+ 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
• Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems is required for success at this position
• Sound written and verbal communication skills
• Complex problem solving skills are a must. Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
• Ability to multitask and communicate effectively with individuals of all backgrounds
• Strong problem solving and analytical skills

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.

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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.

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