Tier II Helpdesk Support Analyst
Hays

Job Info

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Tier II Helpdesk Support Analyst in Atlanta, GA.

Role Description

The analyst will work independently to ensure end-users receive prompt, courteous and knowledgeable assistance.

• Answering the phones from end users, 15-20 or so tickets
• Working until 6pm: 8am-5pm or 9-6pm EST
• Possibly transitioning Tuesday-Saturday
• Software installs, no local admins so temporary admin credentials, more difficult calls that level I techs can't resolve
• Remote users
• Diagnosing connectivity for remote users
• Connecting with home interstn
• VPN issues and local connectivity issues
• Remote desktop environment
• WVD
• Manage and maintain various enterprise tools, including but not limited to monitoring tools, collaboration tools, ticketing systems, and other productivity tools.
• Ensure the availability, scalability, and reliability of the enterprise tools through proactive monitoring and maintenance.
• Perform regular upgrades, patches, and maintenance tasks on the enterprise tools.
• Configure and customize the enterprise tools to meet the needs of the organization.
• Provide technical support and troubleshooting for issues related to the enterprise tools.
• Work with other IT teams to integrate the enterprise tools with other systems and applications.
• Monitor and report on the performance and usage of the enterprise tools.
• Develop and maintain documentation related to the enterprise tools and their configurations.
• Able to analyze and configure XML data, build out customized system workflows through API's and technical scripts that execute workflow efficiencies across multiple platforms. Monitor and review user system utilization information related to logins and licensing.
• Candidate is willing to be paged and do deployments after hours if needed.
• May serve as backup team lead.

Skills & Requirements

• 2+ years of experience in managing and administering enterprise tools.
• Strong understanding of enterprise tool architecture, configuration, and maintenance.
• Experience with Splunk, Data Dog, Job Schedulers, SSO tools, SFTP and other enterprise tools.
• Familiarity with ITIL processes and methodologies.
• Strong analytical and critical thinking skills.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple tasks and projects.

Position requires a bachelor's degree in computer science or equivalent and 5 - 7 years of related experience. Experience working in a broader enterprise/cross division business unit model preferred. Must be able to work in a fast-paced environment, be able to multi-task, and have good verbal and written communication skills. Must be able to accurately follow direction of senior IT staff and to learn and adapt to rapidly changing technologies and environments.

Preferred Skills:
• Azure
• Active Directory
• Splunk - JQL
• PagerDuty
• Datadog
• Python Scripting
• PowerShell Scripting
• Single Sign On (SSO)
• SFTP
• WVD
• Logging & Monitoring Systems
• Linux systems administration
• Application Performance Monitoring
• JAVA is a plus.
• JSON is a plus.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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#1161402 - Ken Remy