Description

We are seeking a skilled and motivated Tier II Help Desk Analyst to join our dynamic IT support team. As a Tier II Help Desk Analyst, you will be responsible for providing technical assistance to internal employees and external clients, addressing more complex technical issues that cannot be resolved by Tier I support. Your expertise and problem-solving abilities will contribute to maintaining high levels of user satisfaction and system functionality.

If you're a motivated and skilled Tier II Help Desk Analyst looking to join a dynamic team and contribute to exceptional technical support, we encourage you to apply.

Requirements

**Responsibilities:**

- Respond to incoming support requests via phone, email, or ticketing system in a timely and courteous manner.

- Diagnose and troubleshoot hardware, software, and network-related issues for both internal staff and clients.

- Escalate complex issues to appropriate teams or Tier III support when necessary, ensuring issues are resolved within established SLAs.

- Provide remote assistance and support for end-users, guiding them through problem-solving steps.

- Collaborate with Tier I Help Desk Analysts to share knowledge and provide mentorship.

- Document all support interactions, steps taken, and solutions provided in the ticketing system.

- Maintain accurate records of hardware and software inventory.

- Assist in the development of knowledge base articles and support documentation.

- Participate in on-call rotations and occasional after-hours support as required.

**Qualifications:**

- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

- Proven experience as a Tier II Help Desk Analyst or in a similar technical support role.

- Strong knowledge of Windows and macOS operating systems.

- Proficiency in troubleshooting hardware and software issues, including Microsoft Office Suite, email clients, and web browsers.

- Familiarity with networking concepts (TCP/IP, DNS, DHCP) and remote desktop tools.

- Excellent problem-solving skills and the ability to remain composed under pressure.

- Exceptional interpersonal and communication skills, both written and verbal.

- Customer-oriented mindset with a dedication to delivering high-quality service.

- IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, etc.) are a plus.

- Experience with ITIL or other IT service management frameworks is beneficial.

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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and 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.

© 2023 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use.

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