Help Desk Analyst II

Robert Half • Hazle Township, PA • 5d ago

Description Job Summary:

We are seeking a skilled and customer-focused Level 2 Help Desk Technician to provide advanced technical support to end-users and ensure the smooth operation of IT systems. The ideal candidate will have strong troubleshooting abilities, a solid understanding of IT infrastructure, and the ability to resolve complex technical issues escalated from Level 1 support.

Key Responsibilities:

Respond to and resolve escalated technical support tickets in a timely and detail oriented manner.

Troubleshoot and resolve issues related to hardware, software, networking, printers, and mobile devices.

Assist in system installations, upgrades, and configuration of end-user environments.

Provide remote and on-site support as needed.

Escalate unresolved issues to Level 3 support or other appropriate teams.

Document issues, solutions, and processes in the ticketing system (e.g., ServiceNow, Jira, etc.).

Collaborate with Level 1 support to train and guide them on handling recurring or known issues.

Participate in deploying and maintaining desktop and laptop systems, including OS imaging and patch management.

Maintain user accounts, permissions, and access rights in Active Directory and other systems.

Ensure compliance with IT policies, security standards, and procedures.

Requirements:

Education & Experience:

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

2-4 years of experience in a help desk or technical support role, preferably in an L2 capacity.

Technical Skills:

Proficiency in Windows and macOS operating systems.

Experience with Microsoft 365, Active Directory, and Exchange.

Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).

Knowledge of ITSM tools (e.g., ServiceNow, Jira, Zendesk).

Experience with remote support tools (e.g., TeamViewer, AnyDesk, RDP).

Basic scripting knowledge (e.g., PowerShell) is a plus.

Soft Skills:

Strong problem-solving and analytical skills.

Excellent communication and interpersonal abilities.

Ability to work independently and in a team environment.

Strong organizational and documentation skills.

Customer-first mindset with a commitment to quality service.

Preferred Certifications (not required):

CompTIA A+, Network+, or Security+

Microsoft Certified: Modern Desktop Administrator Associate

ITIL Foundation Requirements Active Directory, Microsoft Windows 10, Basic Troubleshooting, Microsoft Windows, Service Desk Tickets 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.

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