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Description
Robert Half Technology is looking for a Help Desk Analyst II to join our team. If you have a can-do attitude and are looking to be part of a highly motivated team, this position is for you. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You'll succeed at this job if you're comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. This is the perfect job for you if you want work where you will spend most of your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is also required for this Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. This position absolutely must understand Incident, Problem, Change Management and other processes. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. Analysts may be asked to cover alternative shifts when needed. We encourage any applicants who fit the description of 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 role will be located in the Louisville, Kentucky area and will be a long-term temporary-to-full-time position.Your responsibilities- 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- 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.- It is important for this job to 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- Provide guidance to Tier 1 support and team members Requirements - ITIL certification is an even more strongly preferred point- Experience in one or more programming or scripting language- Mobile Device Support experience- MS Windows 10 experience preferred- Active Directory experience desired- Computer Imaging experience preferred- Ability to multitask and communicate well with individuals of all backgrounds- 2+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Sound written and verbal communication skills- Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity- Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction - A combination of superior customer service skills and technical aptitude - Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems- Capable of working independently with minimal oversight 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!