Help Desk Tier II

Description Robert Half is currently looking for a Contract Tier 2 Helpdesk Analyst to join our client's IT support team. As a Tier 2 Helpdesk Analyst, you will play a key role in providing advanced technical support to end-users, troubleshooting complex issues, and ensuring the efficient operation of IT systems. This is a contract position that offers an exciting opportunity to work with a reputable company.Key Responsibilities:

Advanced Troubleshooting: Diagnose and resolve complex technical issues related to hardware, software, and network systems, serving as an escalation point for Tier 1 support.

Ticket Resolution: Handle escalated support tickets, ensuring that they are resolved in a timely and efficient manner while maintaining high levels of end-user satisfaction.

User Training: Provide guidance and training to end-users on software applications, system best practices, and advanced problem-solving techniques to improve self-sufficiency.

Documentation: Maintain detailed records of support requests, resolutions, and common issues, contributing to a knowledge base for the IT support team.

Vendor Coordination: Collaborate with third-party vendors and service providers to facilitate problem resolution and the procurement of hardware or software solutions.

Remote Support: Offer remote assistance to users, ensuring prompt and effective resolution of issues, especially in situations where on-site support is not required.

Root Cause Analysis: Investigate and identify the root causes of recurring technical problems, and work on strategies to prevent their reoccurrence.

Escalation Management: Collaborate with Tier 3 support teams to resolve issues that require advanced technical expertise, ensuring seamless handover of escalated tickets.

Requirements

Prior experience in a Tier 2 helpdesk or technical support role is essential.

Strong knowledge of desktop operating systems (e.g., Windows, macOS), software applications, and network concepts.

Proficiency in troubleshooting complex technical issues.

Exceptional communication and interpersonal skills.

IT-related certifications (e.g., CompTIA Network+, Microsoft Certified Desktop Support Technician) are a plus.

Ability to work under pressure and manage multiple escalated support requests effectively.

Strong problem-solving skills and adaptability.

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) .