Desktop Support Analyst

Job Description

Robert Half is looking for a reliable and energetic Help Desk/ Desktop Support Analyst to join their growing team! In this role, the IT End-User Support Coordinator provides a broad-ranging Tier-2 support to end-users utilizing a range of media (including IT infrastructure hardware and software) to troubleshoot and resolve issues of moderate complexity across the organization’s computing environment and to participate in corporate directed IT projects.

JOB DESCRIPTION:

•Utilize appropriate tools and methods to address end-user support queries and return end-user’s systems and networks to optimum efficiency

•Coordinate set-up activities for devices and systems and monitor their performance to limit or prevent loss of service to end-users

•Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages

•Coordinate work effort on IT projects to ensure successful outcome

•Facilitate the IT procurement process when required

•Triage service desk requests and work with various support organizations to ensure smooth IT service delivery

REQUIRED QUALIFICATIONS AND SKILLS:

•Associate degree or equivalent - high school with years of experience will be considered including a business facing IT role and/or IT Services environment

•2-4 + years’ experience in technical customer service/remote and deskside technical support

•Strong written and verbal communication skills

•Strong experience in troubleshooting hardware and software in large global organization using in-sourced and outsourced resource model.

•IT service mentality with an effort on customer communication and service

•Ability to create and follow knowledgebase articles

•Experience managing work effort through a tier-1 ITSM tool such as Remedy or ServiceNow

•Ability to self-direct workload and operate independently

•Ability to travel (generally less than 20%)

•Experience processing IT purchase requests is a strong plusCisco Technologies, Citrix Technologies, Computer Hardware, Dell Technologies, Active Directory, Backup Technologies, Computer Hardware, Configuration Management, ITSM Tools, BMC Remedy IT Service Management Suite, ServiceNow ITSM, MS Windows 10, MS Office 365, End-User Support, Imaging Devices, Set Up Accounting - Computer Systems, Technical Documentation, Purchase Requests, Intune, Intune