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Description We are offering a job opportunity for a Help Desk Analyst II to join our team in Pittsburgh, Pennsylvania. The successful candidate will be responsible for providing complex system support services, troubleshooting system applications and interfaces, and coordinating standard service requests to resolution groups and vendors. This role also involves maintaining the service desk knowledge base and participating in the development and maintenance of service desk procedures and documentation.

Responsibilities:

• Provide a full range of complex system support services at the centralized service desk

• Research and develop resolutions for the majority of problems presented to the service desk

• Coordinate standard service requests to resolution groups and vendors, ensuring timely and satisfactory completion

• Focus on high impact service requests to resolution groups and vendors, ensuring satisfactory completion

• Assist in the maintenance of the service desk Knowledgebase through the development and maintenance of user, inventory, and Frequently Asked Questions (FAQ) databases

• Participate in the development and maintenance of service desk procedures and documentation

• Collaborate with other Analysts to maintain a distributed support system

• Take responsibility for small and medium changes or problems from initiation to completion

• Research new software and hardware

• Enhance technical expertise by attending training sessions, seminars, workshops, and reviewing published literature

• Prepare periodic reports on service desk activities. Requirements • Proven experience as a Help Desk Analyst II or similar role for at least 3 years

• Proficient in Microsoft Office 365

• Strong understanding of computer systems, mobile devices, and other tech products

• Knowledge of remote desktop applications and help desk software

• Excellent problem-solving and communication skills

• Ability to diagnose and resolve basic technical issues

• Customer-oriented and patient

• A degree in Computer Science, Information Technology, or relevant field is preferred

• Familiarity with ITIL framework would be beneficial

• Availability to work in shifts if required

• Demonstrated ability to manage high-stress situations

• Proven track record of maintaining professionalism and composure in customer-facing roles. 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) .