Description If you want to join the team at Robert Half, consider this Help Desk Analyst opportunity. This permanent employment opportunity is based in the Jacksonville, Florida area. You should apply today if you have a can-do attitude and are looking to be part of a highly motivated team. The biggest part of this job is handling complex end-user support issues and providing support to team members by focusing on 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. It is important for the chosen candidate 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. You'll be great at this Service Desk Analyst job if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You'll succeed at this job if you're comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. Analysts may be asked to cover alternative shifts when needed. This is a position 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 Healthcare/NHS field.Your responsibilities
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
Provide guidance to Tier 1 support and team members
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
This job is important because it must facilitate user account management. This includes onboarding, change and departure processes Requirements - Be able to prioritize workload and perform in a fast-paced and challenging environment
Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
Basic Troubleshooting experience highly preferred
Adeptness in Hardware Troubleshooting
Comptia A+ experience
Active Directory experience
Demonstrated knowledge of Network Troubleshooting
Proficiency in Jira Service Desk
General familiarity with Network Troubleshooting
Solid understanding of ITIL Processes
Foundational knowledge in Microsoft Office 365
Practical knowledge of Hardware Troubleshooting
One or more programming or scripting language skills required
Capable of working independently with minimal oversight
Strong communication and interpersonal skills (verbal, written, and listening)
This position requires a combination of superior customer service skills and technical aptitude
Strong problem solving and analytical skills
Applicants with ITIL certification are preferred
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction Technology Doesn't Change the World, People Do.®
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.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .