Help Desk Analyst w /SAP Experience (Full Time)

Broad working knowledge of Microsoft software applications including Windows 2K/XP, Office 2000, Lotus Notes, and PC-compatible hardware. Basic SAP knowledge strongly preferred. The understanding and use of remote access technology. Administration training in or comparable experience with Lotus Notes and Citrix. Demonstrated technical problem solving skills. Experience in communicating technical material to non-technical internal customers and to all levels of employees within the corporation. Excellent customer service skills particularly telephone skills. Must be self motivated and able to make decisions independently as demonstrated through past positions. Strong managerial skills in a Helpdesk environment. Handling of situations that are random, frequent, concurrent and often complex in nature. Must be technically knowledgeable and have extremely strong problem-solving skills. Ability to conceptualize problems and set priorities. Must be able to manage multiple tasks while also meeting project commitments.

Qualifications :
This position is responsible for providing front line technical support for internal Corporate and field customers in CT, NY, MA and NH (approximately 300 users). This position also administers all aspects of the Help Desk function under minimal supervision. Basic experience in SAP would be ideal. Principal Responsibilities & Activities: Provide support for IT services including; technical troubleshooting for all personal computer hardware (desktops, laptops, monitors, scanners, hand-helds, etc.), all Corporate standard software (Win2k/XP, Office 2k, Lotus Notes, Project, Visio, etc.), Windows 2000/XP networks and Citrix Metaframe servers and clients. Manage an average of 150 problem tickets and service requests per week. Help Desk resolves approximately 70-80% of all problem tickets. Manage Help Desk service requests by assigning appropriate IT staff or outside resources and monitors tickets through to completion. Analyze trends in trouble calls, commitments to users, and equipment reliability, to proactively eliminate recurring problems. Identify training needs for end users. Perform Win2k/XP, Citrix, Lotus Notes, and Unix general network administration including creation and maintenance of users, groups, printers and assuring network integrity by granting appropriate file access controls. Manage inventory of personal computer equipment and installed software versions. Provide management with detailed reports on volume, types of calls, and resolution commitments. Development of on-going enhancements to the Help Desk function.

With more than 100 locations in North America, Europe, and Australia, Robert Half Technology is a leading provider of IT professionals on a project and full-time basis for IT initiatives ranging from Internet development and multiplatform systems integration to network engineering and technical support. Robert Half Technology offers online job search services at