IT Support Analyst II
2 months ago
Robert Half (Technology Solutions) is searching for an IT Support Analyst II with experience in Windows OS, Office 365, hybrid cloud, Active Directory, ticketing, and VDI. If this sounds like your background, then this IT Support Analyst II role is for you. For this opportunity, you will work near the Woodland Hills, CA area.
Position: IT Support Analyst II
Hours/Duration: 40 hrs/wk, M-F, CTH or FTE
Top Skills: Azure, O365, Active Directory, Windows
Onsite/Remote: Onsite
Company: Tourism / Travel913687
Responsibilities:
• Provide user helpdesk support both at deskside and through remote access tools.
• Track and document tickets in ServiceNow ticketing system, demonstrating proficiency in the use of Servicenow Application.
• Provision user accounts, laptops, devices, desktops, and associated IT equipment.
• Troubleshoot issues in a Microsoft domain including Windows OS, Office 365, AD, SharePoint, etc.
• Administer SharePoint and Citrix Virtual Desktop Infrastructure solutions, showcasing skills in Citrix and Microsoft Azure.
• Image and deploy user workstations, install network-related hardware, setup connections, and support IT operational initiatives.
• Respond to tickets from an enterprise userbase including onsite/offshore resources and executives in a white-glove approach.
• Contribute to technical documentation and knowledgebase articles.
• Respond to occasional Mac/Apple-based tickets for the Marketing team.
• Ensure that helpdesk requests are addressed in a timely fashion and are escalated as appropriate.
• Assist the onboarding of users to IT systems, ensuring new users are properly oriented and ready to contribute.
• Carry out proper record keeping and tracking of systems, software, assets, and users; inventory control, user licenses, computer access to the network, etc.
• Support installation/configuration, operation, and maintenance of systems hardware.
• Participate in other IT tasks, project initiatives, and assignments.
• The applicant must have a minimum of 3 years of experience as a Help Desk Analyst or in a similar role.
• Proficiency in the Servicenow Application is essential.
• Familiarity with Citrix and Microsoft Azure is required.
• Exceptional problem-solving skills and the ability to work under pressure are necessary.
• The candidate should be able to communicate effectively, both orally and in writing.
• A high level of customer service orientation is expected.
• The applicant must have the ability to work in a team environment.
• Knowledge of ITIL processes would be advantageous.
• The candidate should have a strong understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues is expected.
• The candidate should be comfortable working in a fast-paced environment.
• The ability to multi-task, prioritize, and manage time effectively is required.
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