FAQs
What are the primary responsibilities of the Desktop Support Analyst II?
The primary responsibilities include providing premier desktop support to corporate users (70% of the role) and participating in ad hoc projects such as work on MDM, InTunes, and Mergers & Acquisitions (30% of the role).
Is travel required for this position?
Yes, a vehicle and driver’s license are required for potential travel to various sites for on-site tech support, which may occur 1-2 times every six months.
What technical skills are required for this role?
Required technical skills include experience with Active Directory, Office 365, Exchange, hardware support (such as imaging, servers, desktops, laptops, and printers), basic networking troubleshooting, and familiarity with asset management tools like SharePoint, VOIP, and InTunes.
What type of customer support experience is expected?
Excellent communication and customer service skills are essential to support Corporate Users, C-Level executives, and non-technical users.
How much experience is necessary for applicants?
A minimum of 2+ years in a similar role, particularly handling escalations from a Level 1 Help Desk team, is required.
What is the expectation regarding documentation and procedures?
The Desktop Support Analyst II is expected to continuously improve support processes by creating and maintaining documentation for procedures.
Are there opportunities for career development?
Yes, Robert Half emphasizes providing access to competitive compensation, benefits, and free online training to help employees progress in their careers.
What is the focus of the ad hoc projects?
The ad hoc projects can include areas such as Mobile Device Management (MDM), InTunes, and tasks related to Mergers & Acquisitions.
How is complex customer interaction handled?
Customer queries should be appropriately resolved, and necessary details should be captured to escalate complex issues when needed.
How does Robert Half support its employees?
Robert Half supports its employees by offering access to top job opportunities, competitive pay, benefits, and resources for career advancement and skill enhancement.