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Description
If you want to work as a Help Desk Analyst, consider this opportunity to join the team at Robert Half! You'll be right for this position if you have a can-do attitude and are looking to be part of a highly motivated team. This Service Desk Analyst job might be for you if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Your duties might include creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you're looking for work where you can 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 important for the chosen candidate to understand how their role as the Help Desk Analyst 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. It is also required for this position to know how these processes work together to provide superior support and high availability of our business. You might find that you need to cover alternative shifts when needed. You'll be right for this position 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. This is a long-term contract / temporary to hire opportunity. This Help Desk Analyst II role will be located in the Schaumburg, Illinois area and will be a long-term contract / temporary to hire position.What you get to do every single day- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes- 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- Provide guidance to Tier 1 support and team members- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Background in one or more programming or scripting language- Ability to multitask and communicate effectively with individuals of all backgrounds - You'll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude- Ability to recognize, evaluate, and resolve problems effectively - This position will be best given to a person with ITIL certification- Excellent communication skills (written and verbal)- Able to work independently with a minimal amount of oversight- Good understanding of iPad- Solid understanding of Microsoft Office 365- Comprehension of Ticketing System- Experience with Corporate Communications- Practical knowledge of Apple iPhone- Solid understanding of Diagnose Problems- Previous experience working with iPhone- Proven knowledge of Apple iOS- Skills in Zendesk- Prior experience with Creative Problem Solving- Experience with Identify Problems- Mac OS X experience highly desired- Wide ranging experience with Apple OS- Quality experience with Apple Devices- Mac OS experience preferred- Foundational knowledge in Network Problems- Well-founded grasp of Android iOS- Expertise in Connectivity Problems- Proficiency in Creative Problem Solving- Solid understanding of Hardware Problems- Well-founded grasp of Problem Tickets- Mac Computers experience- Earlier work involving MS Windows 10- Apple Macintosh experience required- Hands-on experience with Connectivity Problems- General familiarity with Apple Devices- General familiarity with Problem Resolution- Proven knowledge of Problem Management- Practical knowledge of Problem Identification- Interested candidates should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction - If you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems, you will be strongly preferred Robert Half Technology matches IT professionals with remote or on-site jobs 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 experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.When you work with us, you're working with the best. Robert Half has been recognized as one of FORTUNE's "Most Admired Companies" every year since 1998 and was named to Forbes' inaugural list of America's Best Temporary Staffing Firms.Questions? Call your local office at 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.© 2020 Robert Half Technology. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (www.roberthalf.com/terms-of-use).Vacancy expired!