Help Desk Analyst II

Posted 5 days ago by Robert Half
Tinley Park, IL
Application ends: December 29, 2022
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Job Description

Description

Duties and Responsibilities

• Coordinate and/or perform hands-on discoveries for mergers and acquisitions for Mac, PC, and mobile devices, including software, configuring hardware, backups, security, configuring systems and applications, etc.

• Discover current SLA models and support expectations

• Manage the processing of incoming support requests via both telephone and the support portal to ensure courteous, timely, and effective resolution of end-user issues.

• Serve as the initial point of help desk contact for merger and acquisition support tasks to ensure efficient communication and resolution.

• Ensure tickets and service requests are kept up to date, completed, and closed quickly and efficiently.

• This role meets with business leaders multiple times a week to track progress and handle/coordinate working sessions.

• Document processes, call flows, and KB transfer is to enhance the quality of service and prevent future complications while takes over.

• Assess and recommend the need for any system reconfigurations (minor or significant) based on request trends.

• Identify, recommend, develop, and implement end-user training programs (classes, help sheets, usage guides, FAQ, etc.) to increase staff computer literacy and self-sufficiency.

• Track and analyze trends in support requests and generate statistical reports.

• Identify and recommend ways to streamline the process and improve efficiency.

• Handles O365 migrations from M& A joining

• Handles azure AD migrations from M& A joining

• Handles telephone migrations from M& A joining

• Handles licensing migrations from M& A joining (Ie Microsoft, Adobe, and other misc apps).

• Handles discovery of network resources, printer shared drives, and web internal CRM resources to account for.

Qualifications

• Ability to provide outstanding customer service.

• 8-10 years in a role within a Help Desk organization.

• 8-10 years of detail-oriented experience in a Corporate Help Desk environment.

• Practical knowledge of remote assistance programs.

• Hands-on experience using and/or troubleshooting Microsoft Windows /10, Mac OS 10, and Microsoft Office.

• Strong understanding of network concepts in general

• Basic understanding of network protocols TCP/IP/DNS, DHCP, and VLANs

• Experience with conference room Audio/Visual systems

• The schedule is full-time, however, off-hours or weekend work is sometimes required

• Experience working with smartphones and tablets such as iPhones, Android, iPads, and Surface.

• Experience working with assets in an inventory system

Requirements

Must have experience working with

+ Active Directory

+ Provisioning user accounts

+ Intune

+ Powershell

+ VMware

+ O365 migrations

+ Azure & AD migrations

+ Telephony migrations and concepts

+ License management

+ Ie Microsoft, Adobe, and other misc apps

+ Imaging and setting up machines for new hires/break-fix

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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