Help Desk Analyst II

Description We are offering a long term contract employment opportunity for a Help Desk Analyst II to join our team in Leesburg, Virginia. This role is centered around providing comprehensive technical support and maintaining a robust mainframe environment. As a Help Desk Analyst II, you will be responsible for troubleshooting and resolving issues in a timely manner, while ensuring a high level of customer satisfaction.Responsibilities Offer technical support for all mainframe-related issues Handle and resolve customer inquiries and complaints swiftly and professionally Monitor customer accounts and take appropriate actions as required Maintain accurate and up-to-date records of customer interactions and transactions Process customer applications with efficiency and precision Collaborate closely with team members to ensure smooth and efficient operations Stay informed about latest updates and changes in the mainframe environment Act as a liaison between customers and the technical team to resolve complex issues Provide training and guidance to entry level team members when needed Assist in the development and implementation of new procedures and processes to enhance productivity and customer service. Requirements Possession of a Bachelor's degree in Information Technology, Computer Science, or a related field Proven experience in a similar role such as Help Desk Analyst or IT Support Specialist In-depth understanding of the mainframe environment and related software applications Strong problem-solving skills with the ability to troubleshoot technical issues effectively Excellent verbal and written communication skills to explain complex IT concepts to non-technical staff Ability to work well in a team as well as independently High level of organizational skills with the ability to manage multiple tasks and priorities Working knowledge of ITIL standards and best practices Experience with IT Service Management (ITSM) tools Willingness to participate in continuous detail oriented development activities to stay updated with the latest IT trends and advancements Familiarity with IT security protocols and data protection regulations. 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) .