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Help Desk Analyst II

Company: Robert Half
Location: Norman
Posted on: March 17, 2023

Job Description:

Ref ID: 03500-0012599555

Classification: Help Desk Analyst II

Compensation: $60000.00 to $70000.00 yearly

Looking for a new opportunity? You might find the Help Desk Analyst position at this growing company to be perfect for you. We encourage any applicants who fit the description of a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. If you can represent the Service Desk by liaising with 2nd and 3rd-level teams to help transition new and changing services, this Service Desk Analyst job might be for you. You will need to be comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. If chosen, you'll be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. We need the person in this position to know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. We also need the chosen candidate for this position to understand Incident, Problem, Change Management, and other processes. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. There might also be times when you need to cover alternative shifts. How you will make an impact - You'll do well in this job if you can facilitate user account management. That involves handling onboarding, change, and departure processes - Provide guidance to Tier 1 support and team members - Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards - Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory - Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment - Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. - Troubleshoot end-user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network-related issues

Keywords: Robert Half, Norman , Help Desk Analyst II, Professions , Norman, Oklahoma

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