Help Desk Analyst II

Posted 1 week ago by Robert Half
West Des Moines, IA
Application ends: December 29, 2022
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Job Description


Duties and responsibilities

Provide excellent support to corporate users and our partner offices via working tickets and assisting with phone call and walk up IT support requests

Create Technical Documentation and add to the teams Knowledgebase

Occasionally act as a resource on special project teams

Find ways to improve our support process or introduce new ones

Provide white glove treatment for executive, managerial, and high priority support requests

Keep a high level of professionalism, a positive attitude, and provide top notch service, while keeping both the end user and best practices in mind

Configuration and resetting the network access accounts whenever required

Installation of new hardware’s and software’s

Processing software’s and hardware’s by coordinating user setups, installations and upgrades

Provide training to end users

Respond to break/fix request in a timely manner


Qualifications include:

1+ years of experience in the IT Industry, directly supporting users

Ability and dedication to troubleshoot, research, and resolve tough issues

Willingness and positive attitude to help wherever needed focusing on excellent customer support

Strong interpersonal skills that provide a professional end user experience

Detail oriented with solid organization, documentation, and communication skills

Some System and Network administration experience

Requirements – Interested candidates should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

– Be able to prioritize workload and perform in a fast-paced and challenging environment

– This job will often be easier if you have ITIL certification

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

– Excellent verbal, written, and social skills

– Can work independently with minimal supervision

– If you’re looking for job openings and have a combination of superior customer service skills and technical aptitude, you might be a good fit for this position

– Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

– Technical Support experience required

– Desktop Hardware experience preferred

– Comprehensive knowledge of Provide Technical Support

– Computer Hardware experience

– Strong familiarity with customer service

– Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity

– Working knowledge in one or more programming or scripting language

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