If you want to work as a Help Desk Analyst, consider this opportunity to join the team at Robert Half! This position is best for someone with a can-do attitude who is looking to be part of a highly motivated team. You'll be great at this Service Desk Analyst job if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. 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. This includes understanding Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. Covering alternative shifts when needed is often necessary with this Analyst job. We're looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment, so if that's you, we invite you to apply! This is a contract / temporary role and might be a great fit for candidates looking for a short-term opportunity with a company in the Scientific Instrument Manufacturing field. This Help Desk Analyst II opportunity will be located in the Aurora, Illinois area and will be a short-term contract / temporary position.
Key responsibilities
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- 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
- The ideal candidate for this job is able to 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
Requirements
- One or more programming or scripting language skills required
- 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Capable of analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction
- Strong communication and social skills and able to receive criticism well
- Azure Active Directory experience desired
- Microsoft Office 365 experience
- Deep understanding of Intune
- Ability to multitask and communicate well with individuals of all backgrounds
- Able to work independently with a minimal amount of oversight
- A combination of superior customer service skills and technical aptitude