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Robert Half International Help Desk Analyst II in ELGIN, Illinois

Description

You might be the Help Desk Analyst Robert Half Technology is looking for! Apply today if you have a can-do attitude and are looking to be part of a highly motivated team. If 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. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. You'll mostly be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. Another important piece of knowledge you should have as the Help Desk Analyst is how your role relates to IT projects and IT Service Management initiatives. It is also required for this position to understand Incident, Problem, Change Management and other processes. If you understand how these processes work together to provide superior support and high availability of our business, you will have an edge over the competition. There might also be times when you need to cover alternative shifts. This position requires 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 long-term temporary-to-full-time opportunity. This Help Desk Analyst II opportunity will be located in the Elgin, Illinois area and will be a long-term temporary-to-full-time position.

Key responsibilities

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

  • Provide guidance to Tier 1 support and team members

  • You'll do well in this job if you can facilitate user account management. That involves handling onboarding, change and departure processes

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

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

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

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

Requirements

  • Able to work independently with a minimal amount of oversight

  • Background in one or more programming or scripting language

  • Excellent written/verbal communication and organizational skills

  • Applicants should have a combination of superior customer service skills and technical aptitude

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

  • Ability to multitask effectively

  • It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

  • ITIL certification is an even more strongly preferred point

  • Ability to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

  • Service Desk Tickets experience

  • Solid understanding of PC Hardware

  • Strong familiarity with Active Directory

  • MS Windows 10 experience preferred

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

Robert Half Technology matches IT professionals with some of the best companies on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities. Our personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities — fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets.

From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNE’s “Most Admired Companies” list every year since 1998.

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Contact your local Robert Half Technology office at 888.490.4429 or visit www.roberthalf.com/jobs/technology to apply for this job now or find out more about other job opportunities.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2020 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

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Salary: DOE

Location: ELGIN, IL

Date Posted: September 14, 2020

Employment Type: Temporary

Job Reference: 01310-0011558430

Staffing Area: Technology u0026 IT

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