Help Desk Analyst II

Company: Robert Half
Location: Oklahoma City
Posted on: March 16, 2023

Job Description:

Ref ID: 03500-0012610608

Classification: Help Desk Analyst II

Compensation: $19.79 to $22.91 hourly

Looking for a new opportunity? You might be the right Help Desk Analyst for this growing company. We invite you to apply 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 Service Desk Analyst job might be for you if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you're looking for work where you can handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users, this job might be for you. How your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives is also important. It is also important for you to 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. You might find that you need to cover alternative shifts when needed.

Your responsibilities

- If you believe you can facilitate user account management by handling onboarding, change and departure processes, you will be good at this job

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

- 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

- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

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

- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

Keywords: Robert Half, Oklahoma City , Help Desk Analyst II, Professions , Oklahoma City, Oklahoma