Help Desk Analyst II

Posted 3 weeks ago by Robert Half
St Charles, IL
Application ends: March 1, 2023
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Job Description

Description Looking for a new opportunity? Your next Help Desk Analyst position might be with this growing company! Candidates for this position should keep in mind that we are looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. If you’re looking for work where you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services this Service Desk Analyst job might be for you. You’ll succeed at this job if you’re comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. Can you handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users? This job might be for you. It is also important for you to understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. We need the person in this position to understand Incident, Problem, Change Management and other processes. One of the most important parts, though, is how these processes work together to provide superior support and high availability of our business. If you can cover alternative shifts when needed, you will be successful at this Analyst job.

Responsibilities

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

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

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

– 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

– Provide guidance to Tier 1 support and team members Requirements – Knowledge of Microsoft Windows Server

– Comprehensive knowledge of Basic Network Troubleshooting

– This position will be best given to a person with ITIL certification

– 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

– Ability to multitask and attention to detail are critical

– Experience in one or more programming or scripting language

– Can work independently with minimal supervision

– Great written, verbal, and interpersonal skills

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

– This position requires technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

– Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

– Ability to recognize, evaluate, and resolve problems effectively

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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Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.

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