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Company Name : Robert Half
Location : Plano, TX 75023
Position : Help Desk Analyst
Job Description : Robert Half is actively looking for a Help Desk Analyst. You will thrive at solving problems in a dynamic and rapidly-changing work environment as a Help Desk Analyst. Due to this Help Desk Analyst role being very visible within the company, you will have the opportunity to make a positive impact on the department and organization. Located in Plano, Texas, the Help Desk Analyst opportunity is a 6 month contract opportunity.
POSITION: HELP DESK SUPPORT
DURATION: 6 MONTH CONTRACT
LOCATION: PLANO (REMOTE BUT STILL NEED TO BE LOCAL)
RATE: $25-$28 DEPENDING ON EXPERIENCE
RESPONSIBILITIES INCLUDE
Triage, own and resolve Tier 1 Service Desk requests via Jira ticketing system, Slack phone/video conference or chat, following documented processes
Follow up on new and outstanding requests and provide timely solutions
Provide first touch resolution for 80% of requests while meeting established SLAs.
Provision applications according to documented processes to ensure compliance and fiscal responsibility.
Provision and retrieve hardware, ensure asset records are accurate, and track logistics as part of documented onboarding/offboarding processes
Troubleshoot and support video conferencing equipment in onsite conference rooms according to documentation
Triage, troubleshoot and resolve hardware, software issues.
Update, Manage and monitor internal assets database, following documented processes, to ensure accurate inventory records for all computer equipment, including retail stores
Follow documented and established escalation procedures to remove blockers, highlight efficiency opportunities, identify issues with processes, and suggest policy changes
Maintain internal and end user facing technical documentation
REQUIREMENTS
2+ years experience in customer facing support/service role (retail/hospitality/customer service/IT Helpdesk)
2+ years experience working in an enterprise Mac OS/Windows environment
1+ years experience working in a Gsuite environment
Basic network and security understanding
Strong troubleshooting skills – the person everyone goes to to “fix” everything
Flexible to work evenings/weekends/holidays
Excellent verbal and written communication skills especially in setting customer expectations
A passion for technology
Proven ability to prioritize work to achieve goals
Demonstrated progress towards and/or the completion of an IT focused certification/bootcamp/degree program or other relevant training
High school diploma or GED equivalent
Day to Day: All internal facing, will not being supporting external users, this team only supports employees.
Onboarding new hires
Access Requests to Applications / Licensure
Using Okta not Active Directory
Creating Okta user account, assigning permissions & access, they don’t have GPOs built out yet
PW resets
Google Based Shop
Mail servers are through Google
No phone support, all communication is through Slack, they have a slack channel as a queue
TOP SKILLS
Application Support Experience
Experience with ServiceNow, JIRA, etc
Advanced troubleshooting experience (both PC and MAC)
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.
Questions? Call your local office at 1.888.490.4429. 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. Visit https://roberthalf.gobenefits.net/ for more information.
© 2021 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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