Help Desk Analyst II
Robert Half Leesburg
We are offering a long term contract employment opportunity for a Help Desk Analyst II to join our team in Leesburg, Virginia. This role is centered around providing comprehensive technical support and maintaining a robust mainframe environment.
As a Help Desk Analyst II, you will be responsible for troubleshooting and resolving issues in a timely manner, while ensuring a high level of customer satisfaction.
Responsibilities- Offer technical support for all mainframe-related issues
- Handle and resolve customer inquiries and complaints swiftly and professionally
- Monitor customer accounts and take appropriate actions as required
- Maintain accurate and up-to-date records of customer interactions and transactions
- Process customer applications with efficiency and precision
- Collaborate closely with team members to ensure smooth and efficient operations
- Stay informed about latest updates and changes in the mainframe environment
- Act as a liaison between customers and the technical team to resolve complex issues
- Provide training and guidance to entry level team members when needed
- Assist in the development and implementation of new procedures and processes to enhance productivity and customer service. • Possession of a Bachelor's degree in Information Technology, Computer Science, or a related field
- Proven experience in a similar role such as Help Desk Analyst or IT Support Specialist
- In-depth understanding of the mainframe environment and related software applications
- Strong problem-solving skills with the ability to troubleshoot technical issues effectively
- Excellent verbal and written communication skills to explain complex IT concepts to non-technical staff
- Ability to work well in a team as well as independently
- High level of organizational skills with the ability to manage multiple tasks and priorities
- Working knowledge of ITIL standards and best practices
- Experience with IT Service Management (ITSM) tools
- Willingness to participate in continuous detail oriented development activities to stay updated with the latest IT trends and advancements
- Familiarity with IT security protocols and data protection regulations.
Washington, 32 mi from Leesburg (VA)
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