Help Desk Analyst II - Part-time

Ref ID: 03730-0012573227

Classification: Help Desk Analyst II

Compensation: $28.50 to $33.00 hourly

You might be the Help Desk Analyst Robert Half is looking for! This long-term contract / contract / contract / temporary employment opportunity is based in the Pittsburgh, Pennsylvania area. This is a position for someone who has a can-do attitude and who is looking to be part of a highly motivated team. 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. How your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives is also important. This includes understanding Incident, Problem, Change Management and other processes. We also need the chosen candidate for this position to know how these processes work together to provide superior support and high availability of our business. We need a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. That might mean creating knowledge articles and arranging training for other Service Desk Analysts when needed. The ideal candidate for this Analyst job can cover alternative shifts when needed. Candidates for this position should keep in mind that we are looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This role is with a company in the Transport field.

What you get to do every single day

- You'll do well in this job if you can facilitate user account management. That involves handling onboarding, change and departure processes

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

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

- 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

- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

- Provide guidance to Tier 1 support and team members