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DATE ADDED: Wed 16/10/2019

CRM/Help Desk Analyst II



JOB TYPE: Contract, FullTime

There is an opportunity to join the team at Robert Half Technology, as a Help Desk Analyst! This is a position for someone who has a can-do attitude and who is looking to be part of a highly motivated team. 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. The perfect candidate for this job will be able to create knowledge articles and arrange training for other Service Desk Analysts when needed. You'll mostly be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. We also need the chosen candidate for the Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. Also, how these processes work together to provide superior support and high availability of our business. Covering alternative shifts when needed is often necessary with this Analyst job. The ideal candidate for this position is a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. If you're seeking employment offered on a flexible long-term temporary basis, you might be interested in this role with a company in the Non-Profit field. Located in Colorado Springs, Colorado, this Help Desk Analyst II role will be a long-term temporary opening.

How you will make an impact

- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

- This job's primary priority is to facilitate user account management by handling onboarding, change and departure processes

- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

- Provide guidance to Tier 1 support and team members

- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- The ideal candidate has ITIL certification

- Applicants should have a combination of superior customer service skills and technical aptitude

- Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment

- Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

- 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

- Strong problem solving and analytical skills

- Foundational knowledge in Blackbaud

- Proven knowledge of Desktop Support

- CRM experience

- CRM experience required

- CRM experience desired

- Blackbaud Software experience highly desired

- If you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems, you will be strongly preferred

- Must be able to work independently with minimal supervision

- Excellent verbal, written, and social skills

- Background in one or more programming or scripting language
- provided by Dice