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Help Desk Analyst II

2 months ago

Phoenix, United States Robert Half Full time
Job DescriptionJob DescriptionWe are in search of a Help Desk Analyst II to join our dynamic team in Phoenix, Arizona. As a Help Desk Analyst II, you will be providing advanced technical support to our internal customers, ensuring a seamless and efficient IT environment. You will be taking on a wide range of responsibilities from resolving complex issues across all IT platforms to providing excellent customer service to our customers. This role offers a long-term contract employment opportunity in the service industry.

Responsibilities:
• Cultivating and promoting a growth mindset within the IT team, encouraging continuous learning, innovation, and adaptability.
• Providing exceptional customer service by clearly communicating solutions to the end user while demonstrating patience and empathy.
• Guiding less senior technicians to enhance their technical skills.
• Diagnosing and resolving complex technical issues, including software, hardware, and network problems.
• Managing incidents and service requests within the ticketing system, ensuring timely resolution.
• Performing advanced tasks in Active Directory, Exchange, and File Administration.
• Assisting in managing and troubleshooting network-related issues, including RDS / Terminal Services remote access.
• Identifying and mitigating security threats, including phishing and malware, using various cybersecurity tools.
• Creating and updating technical documentation, knowledge base articles, and standard operating procedures.
• Assisting with IT projects, including deployments, migrations, and upgrades.
• Installing, configuring, and troubleshooting complex hardware and software issues.
• Configuring, managing, and supporting mobile devices across various platforms using Mobile Device Management (MDM) solutions.
• Providing remote support for multiple locations and occasionally conducting site visits.• Must have a solid understanding of Android Development
• Proficiency in Cisco Technologies is required
• Experience with Citrix Technologies is desirable
• Must have knowledge of Database systems
• Familiarity with EO/IR systems is a plus
• Experience with Active Directory is necessary
• Ability to work with Apple Devices is required
• Must have knowledge of Computer Hardware
• Proficiency in Configuration Management is necessary
• Experience with Deployments is a plus