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Job Information
Job title

Help Desk Analyst II

Company Robert Half Technology
Wage Not specified
Location United States, North Carolina, Durham
Employment type 6-9 Month Contract
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 7/25/2008
Description
Robert Half Technology has partnered with a well-known, established client in the RTP seeking a Tier II Help Desk candidate to join their growing team. The ideal candidate will have strong technical and troubleshooting skills on a first and second level help desk. In addition, the perfect candidate will have excellent communication and customer service skills.

Responsibilities include:
  • Taking ownership of every call and see that the end user is satisfied with the result of the call.
  • Serving as initial point of contact for all calls, e-mails and incident tickets sent to Service Desk.
  • Adhering to Service Desk procedures and work with management, other IT departments and end users to constantly improve service.
  • Ability to multitask as status updates on open problems are expected, while new problems are in the process of being resolved
Technology Requirements Include:
  • 3+ years of Help Desk experience supporting connectivity, personal computers, Mac desktops, and related applications.
  • High level of skill in Outlook, XP, and networking
  • Strong troubleshooting skills
  • Experience with Ticketing Systems (Remedy, Track-It, Heat, etc.)
  • Logical and structured approach to troubleshooting and decision-making with an emphasis on superior customer service
  • Current Network+, A+ and/or MCP certifications are highly desired.


All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.df-tc

Experience/Skills
Advanced Windows XP, Intermediate VPN (Virtual Private Networking), Intermediate Router, Intermediate Printer, Intermediate LAN, Intermediate WAN, Intermediate Active Directory, Advanced MS Office XP, Advanced Windows 2000 Professional, Intermediate Windows 95/98/Me

Other desired skills:
Help Desk Analyst II