Robert Half • Wilmington, DE 19893
Job #2693355713
Description
We are offering a contract to hire employment opportunity for a Help Desk Analyst II in Wilmington, Delaware. This role functions in the telecom industry and involves providing quality technical support for computer-related issues, including software, hardware, and network-related problems. As a Help Desk Analyst II, you will also be responsible for maintaining and configuring mobile devices and ensuring high-quality customer service.
Provide Level II technical support for computer-related issues, including software, hardware, and network problems
Perform maintenance and configuration of mobile devices
Record user reported issues in the ServiceDesk Plus ticketing system with detailed descriptions, troubleshooting steps, and resolutions when applicable
Conduct information gathering and problem analysis, focusing on resolution before escalating to Level III support
Provide high-quality customer service, meeting the service level goals and expectations of the organization
Follow-up on open activities and provide regular updates to end-users as work progresses
Work on physical hardware support, launch, and retrieval
Perform initial or secondary analysis for equipment, reporting any problems to the appropriate personnel
Maintain the appropriate monitoring logs/Service Desk Plus tickets
Utilize skills in Active Directory, Configuration Management, Deskside Support, Microsoft Office Suites, Servicenow Application.
Requirements - Proficiency in Microsoft Office Suites, including Word, Excel, PowerPoint, and Outlook
Experience with Active Directory, including user and group management
Strong understanding of Configuration Management and its application in IT environments
Proficiency in Deskside Support, including troubleshooting hardware and software issues
Experience with ServiceNow Application for ticket handling and incident resolution
Ability to communicate effectively with both technical and non-technical staff
Excellent problem-solving skills and the ability to think critically
Detail-oriented with a strong focus on accuracy and quality
Ability to handle multiple tasks simultaneously and meet deadlines
Willingness to keep up-to-date with the latest technologies and IT best practices
Ability to work independently and as part of a team
Strong customer service orientation and commitment to providing exceptional service
Bachelor's degree in Computer Science, Information Technology, or a related field preferred
Previous experience in a Help Desk Analyst role or similar IT support role is an advantage. 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 (~~~) 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 ~~~ for more information.
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