Help Desk Analyst II

at Robert Half in Wilmington, Delaware, United States

Job Description


We are offering a contract to hire employment opportunity for a Help Desk Analyst II in Wilmington, Delaware. This role functions in the telecom industry and involves providing quality technical support for computer-related issues, including software, hardware, and network-related problems. As a Help Desk Analyst II, you will also be responsible for maintaining and configuring mobile devices and ensuring high-quality customer service.


- Provide Level II technical support for computer-related issues, including software, hardware, and network problems

- Perform maintenance and configuration of mobile devices

- Record user reported issues in the ServiceDesk Plus ticketing system with detailed descriptions, troubleshooting steps, and resolutions when applicable

- Conduct information gathering and problem analysis, focusing on resolution before escalating to Level III support

- Provide high-quality customer service, meeting the service level goals and expectations of the organization

- Follow-up on open activities and provide regular updates to end-users as work progresses

- Work on physical hardware support, launch, and retrieval

- Perform initial or secondary analysis for equipment, reporting any problems to the appropriate personnel

- Maintain the appropriate monitoring logs/Service Desk Plus tickets

- Utilize skills in Active Directory, Configuration Management, Deskside Support, Microsoft Office Suites, Servicenow Application.

Requirements – Proficiency in Microsoft Office Suites, including Word, Excel, PowerPoint, and Outlook

- Experience with Active Directory, including user and group management

- Strong understanding of Configuration Management and its application in IT environments

- Proficiency in Deskside Support, including troubleshooting hardware and software issues

- Experience with ServiceNow Application for ticket handling and incident resolution

- Ability to communicate effectively with both technical and non-technical staff

- Excellent problem-solving skills and the ability to think critically

- Detail-oriented with a strong focus on accuracy and quality

- Ability to handle multiple tasks simultaneously and meet deadlines

- Willingness to keep up-to-date with the latest technologies and IT best practices

- Ability to work independently and as part of a team

- Strong customer service orientation and commitment to providing exceptional service

- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred

- Previous experience in a Help Desk Analyst role or similar IT support role is an advantage. 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 ( 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 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:/// .

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Job Posting: JC259749656

Posted On: May 12, 2024

Updated On: Jun 16, 2024

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