Robert Half Help Desk Analyst II in Houston, Texas
Description Robert Half is looking for Help Desk Analysts like you to join our team! This long-term contract / temporary to hire employment opportunity is based in the Houston, Texas area. If you have a can-do attitude and are looking to be part of a highly motivated team, this position is for you. 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. It is important for the chosen candidate to understand Incident, Problem, Change Management and other processes. If you understand how these processes work together to provide superior support and high availability of our business, you will have an edge over the competition. Service Desk Analysts represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. The perfect candidate for this job will be able to create knowledge articles and arrange training for other Service Desk Analysts when needed. There is a chance that you could cover alternative shifts when needed. This is a position for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.
What you get to do every day
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
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
The ideal candidate for this job is able to facilitate user account management by handling onboarding, change and departure processes
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Provide guidance to Tier 1 support and team members Requirements - Background in one or more programming or scripting language
Ability to work independently with minimal oversight
Ability to multitask effectively
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Microsoft Office 365 experience
A qualified candidate would be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity
- 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 oral and written communication skills
You might be a good fit for this position if you have a combination of superior customer service skills and technical aptitude
We especially are looking for candidates with ITIL certification
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 and get 1-tap apply, instant notifications for AI-matched jobs, and more.
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.