Global IT Specialist - Full-time

Ref ID: 04510-0012573879

Classification: Help Desk Analyst II

Compensation: $70000.00 to $90000.00 yearly

If you are looking for work as a Help Desk Analyst, you could find the right opportunity with Robert Half! This permanent employment opportunity is based in the Washington, District of Columbia area. If you have a can-do attitude and are looking to be part of a highly motivated team, you'd be great for this position! You will spend your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is also important for you to understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. 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. Can you represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services? This Service Desk Analyst job might be for you. You might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. As an Analyst, you may be asked to cover alternative shifts when needed. You'll be right for this position 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 role is with a company in the Professional Services industry.

Your responsibilities

- 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

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

- 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