Help Desk Analyst II

Posted 3 weeks ago by Robert Half
Columbus, OH
Application ends: March 1, 2023
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Job Description

Description Robert Half is looking for Help Desk Analysts like you to join our team! If you have a can-do attitude and are looking to be part of a highly motivated team, you’d be great for this position! The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position sometimes includes 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. As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. Understanding Incident, Problem, Change Management and other processes is also important. You should also know 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. 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, you might succeed at this position. This is a long-term contract / contract / temporary opportunity. This Help Desk Analyst II opportunity will be located in the Columbus, Ohio area and will be a long-term contract / contract / temporary position.

How you will make an impact

– If you can facilitate user account management by handling onboarding, change and departure processes, you’ll do well in this job

– 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

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

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

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

– Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements – Ability to multitask effectively

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

– You might be a good fit for this position if you have a combination of superior customer service skills and technical aptitude

– Background in one or more programming or scripting language

– 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

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

– Customer service experience desired

– Microsoft experience preferred

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

– Can work independently with minimal supervision

– Strong communication and interpersonal skills (verbal, written, and listening)

– The ideal candidate should be able to 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.

Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.

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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