Job Information
Robert Half Help Desk Analyst II in St Charles, Illinois
Description
If you are looking for work as a Help Desk Analyst, you could find the right opportunity with 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's main duty is to represent the Service Desk by consulting with 2nd and 3rd level teams to help transition new and changing services. That might mean 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. It is also required for this Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. Candidates should also be able to understand Incident, Problem, Change Management, and other processes. It is also important for you to understand how these processes work together to provide superior support and high availability of our business. You will be successful at this Analyst job if you can cover alternative shifts when needed. You should apply today 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 permanent opportunity. This Help Desk Analyst II role will be in the St Charles, Illinois area and will be a permanent position.
How you will make an impact
You might be good at this job if you believe you can facilitate user account management by handling onboarding, change and departure processes
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
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
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
Experience in one or more programming or scripting language
ConnectWise experience preferred
Foundational knowledge in Microsoft Office 365
Proficiency in Ticketing System
Comprehensive knowledge of Manage Services
Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement
Excellent oral and written communication skills
Applicants with ITIL certification are preferred
If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred
Must be able to work independently with minimal supervision
3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange, and VMware
Ability to multitask effectively
Possess skill set to successfully 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.
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