Description Robert Half is looking for Help Desk Analysts like you to join our team! This long-term contract / temporary employment opportunity is based in the Mason, Ohio area. If you have a can-do attitude and are looking to be part of a highly motivated team, this position is for you. Can you 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 also important for you to understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Candidates should also be able 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. This Service Desk Analyst job is for someone who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You will need to be comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. Analysts may be asked 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.Your responsibilities in this role
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
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
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
Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. Requirements - Working knowledge in one or more programming or scripting language
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Strong communication and interpersonal skills
Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
A combination of superior customer service skills and technical aptitude
Comprehensive knowledge of Desktop Support
Be able to prioritize workload and perform in a fast-paced and challenging environment
Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity
Capable of working independently with minimal oversight
It is best if you have ITIL certification
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 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) .