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Help Desk Analyst II – Jobs via Dice
Description
Key Responsibilities
Own accountability for day-to-day help desk operations to ensure tickets are properly prioritized, assigned, and resolved within defined SLAs.
Monitor ticket queues in PSA (Autotask) to maintain even workload distribution and ensure prompt ticket handling.
Serve as the primary technical escalation point for Tier 1 technicians, offering guidance and assisting with complex issues.
Provide Tier 2 technical support to resolve escalated service tickets for client systems, networks, and applications.
Provide support and mentorship to Tier 1 staff, including informal coaching and daily technical assistance.
Facilitate professional development of the help desk team by identifying training needs, collaborating on performance reviews conducted by VP of Technology, and acting as a liaison for the team to support career growth.
Audit service desk ticket queues to proactively address potential issues with delays in resolution or ensure that adequate technical personnel are engaged in issue resolution.
Perform follow-up to ensure that issues have been successfully resolved and communicate with clients to maintain positive client relationships.
Schedule onsite visits for the technical team to ensure timely issue resolution/equipment delivery while also maintaining adequate help desk coverage.
Identify process improvements in help desk operations and work with management to implement operational process improvements.
Document all work performed, maintaining clear and detailed notes in Autotask.
Identify recurring issues and collaborate with senior technical team to develop permanent resolutions and/or knowledge base entries.
Communicate with clients in a professional, service‑oriented manner, maintaining high levels of satisfaction and transparency.
Participate in after‑hours or on‑call rotations as required.
Requirements
Active Directory experience
MS Windows 10 proficiency
Basic troubleshooting skills
Experience with Microsoft Windows
Service Desk ticket handling
Manage Services knowledge
Technology Doesn’t Change the World, People Do.
Compensation: $40,000.00–$80,000.00 (Philadelphia, PA) or $70,000.00–$85,000.00 (Willow Grove, PA)
Seniority level Entry level
Employment type Full‑time
Job function Information Technology
Industries Software Development
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
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Key Responsibilities
Own accountability for day-to-day help desk operations to ensure tickets are properly prioritized, assigned, and resolved within defined SLAs.
Monitor ticket queues in PSA (Autotask) to maintain even workload distribution and ensure prompt ticket handling.
Serve as the primary technical escalation point for Tier 1 technicians, offering guidance and assisting with complex issues.
Provide Tier 2 technical support to resolve escalated service tickets for client systems, networks, and applications.
Provide support and mentorship to Tier 1 staff, including informal coaching and daily technical assistance.
Facilitate professional development of the help desk team by identifying training needs, collaborating on performance reviews conducted by VP of Technology, and acting as a liaison for the team to support career growth.
Audit service desk ticket queues to proactively address potential issues with delays in resolution or ensure that adequate technical personnel are engaged in issue resolution.
Perform follow-up to ensure that issues have been successfully resolved and communicate with clients to maintain positive client relationships.
Schedule onsite visits for the technical team to ensure timely issue resolution/equipment delivery while also maintaining adequate help desk coverage.
Identify process improvements in help desk operations and work with management to implement operational process improvements.
Document all work performed, maintaining clear and detailed notes in Autotask.
Identify recurring issues and collaborate with senior technical team to develop permanent resolutions and/or knowledge base entries.
Communicate with clients in a professional, service‑oriented manner, maintaining high levels of satisfaction and transparency.
Participate in after‑hours or on‑call rotations as required.
Requirements
Active Directory experience
MS Windows 10 proficiency
Basic troubleshooting skills
Experience with Microsoft Windows
Service Desk ticket handling
Manage Services knowledge
Technology Doesn’t Change the World, People Do.
Compensation: $40,000.00–$80,000.00 (Philadelphia, PA) or $70,000.00–$85,000.00 (Willow Grove, PA)
Seniority level Entry level
Employment type Full‑time
Job function Information Technology
Industries Software Development
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
#J-18808-Ljbffr