Help Desk Analyst II

Description

If you are looking for work as a Help Desk Analyst, you could find the right opportunity with Robert Half! You'll be right for this position if you have a can-do attitude and are looking to be part of a highly motivated team. This Service Desk Analyst job's main duty is to represent the Service Desk by consulting with 2nd and 3rd level teams to help transition new and changing services. That might mean creating knowledge articles and arranging training for other Service Desk Analysts when needed. If chosen, you'll be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is also required for this Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. Candidates should also be able to understand Incident, Problem, Change Management, and other processes. It is also important for you to understand how these processes work together to provide superior support and high availability of our business. You will be successful at this Analyst job if you can cover alternative shifts when needed. You should apply today if you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This is a permanent opportunity. This Help Desk Analyst II role will be in the St Charles, Illinois area and will be a permanent position.

How you will make an impact

• You might be good at this job if you believe you can facilitate user account management by handling onboarding, change and departure processes

• Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

• Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

• Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

• Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

• Provide guidance to Tier 1 support and team members

• Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

Requirements

• This position will be the best fit for a candidate with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system, and other service-related problems

• Experience in one or more programming or scripting language

• ConnectWise experience preferred

• Foundational knowledge in Microsoft Office 365

• Proficiency in Ticketing System

• Comprehensive knowledge of Manage Services

• Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement

• Excellent oral and written communication skills

  • Applicants with ITIL certification are preferred

  • If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred

• Must be able to work independently with minimal supervision

• 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange, and VMware

• Ability to multitask effectively

• Possess skill set to successfully analyze complex business problems, propose effective solutions, and understand and apply business vision and direction

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.

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