Description There is an opportunity for a Help Desk Analyst to join the team at Robert Half! Apply today if you have a can-do attitude and are looking to be part of a highly motivated team. If you're looking for work where 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 will spend your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. We need the person in this position to know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. It is also important for you 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. Covering alternative shifts when needed is often necessary with this Analyst job. This is a position for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. If you're seeking employment offered on a flexible long-term contract / contract basis, you might be interested in this role with a company in the Transport field. Located in Bensenville, Illinois, this Help Desk Analyst II role will be a long-term contract / contract opening.Your responsibilities in this role
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
Facilitate user account management: Onboarding, change and departure processes
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
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 Requirements - Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity
Ability to multitask and communicate well with individuals of all backgrounds
5+ 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
If you're looking for job openings and have a combination of superior customer service skills and technical aptitude, you might be a good fit for this position
Capable of working independently with minimal oversight
You might be a good fit for this position 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
This job will often be easier if you have ITIL certification
Ability to effectively interact, verbally and in writing
Microsoft Windows 10 experience desired
Strong familiarity with Hardware Troubleshooting
Expertise in Basic Network Troubleshooting
Capable of analyzing complex business problems, proposing effective solutions and understanding and applying 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 works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .