It Support - Tier 2

Description
If you want to work as a Help Desk Analyst, consider this opportunity to join the team at Robert Half! We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. If you can 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. This position sometimes includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. If 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. We need the person in this position to know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. We need the person in this position to understand 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. The responsibilities for this Analyst job can sometimes include covering 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 is a long-term contract / temporary opportunity. This Help Desk Analyst II opportunity will be located in the Toronto, Ontario area and will be a long-term contract / temporary position.
Major responsibilities

• 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
• This job succeeds when it can facilitate user account management by 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
• 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
• Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

Requirements

• Excellent communication skills (written and verbal)
• Ability to multitask and meet deadlines
• Adeptness in Hardware Troubleshooting
• Imaging Devices experience
• Solid understanding of Hardware configuration
• It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
• This job will often be easier if you have ITIL certification
• Foundational knowledge in Windows Intune
• Critical thinking, problem solving, ability to work independently
• This position requires a combination of superior customer service skills and technical aptitude
• Intune experience
• Possess qualifications to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
• Basic Troubleshooting experience highly desired
• Must be able to work independently with minimal supervision
• 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
• One or more programming or scripting language skills required

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.
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Questions? Call your local office at 1.888.490.4429. All applicants applying for Canadian job openings must be authorized to work in Canada.
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