Description We are seeking a Help Desk Analyst II, located in Plant City, Florida, United States. This role involves providing advanced technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. As a Help Desk Analyst II, you will be part of our dynamic team, responsible for troubleshooting and resolving end-user or infrastructure technical issues. This role offers a contract to hire employment opportunity. Responsibilities: • Actively engage in the help desk phone queue, providing second-level contact to end users in a clear and professional manner. • Identify and redirect urgent tickets to the appropriate resources. • Maintain accurate records and ensure proper documentation of ticket information. • Demonstrate advanced knowledge of workstation and servers, networks and network equipment, and application and cloud-based services. • Resolve escalated tickets from Help Desk Technician 1s and participate in project activities. • Work through assigned tickets and enter appropriate time entries. • Follow up with customers to see problems through to resolution and maintain awareness of ongoing issues. • Recommend modifications or improvements to client environments. • Preserve and grow your knowledge of help desk procedures, products, and services. • Participate actively in the on-call rotation. Requirements • Minimum of 3-5 years of experience as a Help Desk Analyst or similar role • Proficiency in Cisco Technologies • Proficiency in Microsoft Office Suite • Experience with Active Directory • Familiarity with computer hardware and configuration management • Experience in deployments and Dell Technologies • Strong problem-solving skills and ability to troubleshoot technical issues • Excellent verbal and written communication skills • Ability to work independently and collaboratively within a team • Must possess a proactive approach towards customer service • Strong understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience, along with MSP experience • Ability to handle multiple tasks concurrently and meet deadlines, despite conflicting demands. 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 (https://www.roberthalf.com/us/en/mobile-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 roberthalf.gobenefits.net 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://www.roberthalf.com/us/en/terms) .