Help Desk Analyst II


Location:

BARBERTON, OH

Date Posted:

May 23, 2019

Employment Type:

Temporary

Job Reference:

03300-0010984099

Staffing Area:

Technology


Description
Looking for a new opportunity? You might be the right Help Desk Analyst for this growing company in the Construction/Contractor field. We invite you to apply 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. The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. This job's main duty is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. Another important piece of knowledge you should have as the Help Desk Analyst is how your role relates to IT projects and IT Service Management initiatives. It is also required for this position to understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. If you can cover alternative shifts when needed, you will be successful at this Analyst job.

Key responsibilities

- Provide guidance to Tier 1 support and team members

- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

- This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards

- 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
Requirements
- Excellent problem-solving skills

- Able to work independently with a minimal amount of oversight

- Applicants with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred

- Strong communication and interpersonal skills (verbal, written, and listening)

- Ability to multitask and meet deadlines

- Applicants with ITIL certification are preferred

- A combination of superior customer service skills and technical aptitude

- Background 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

- Hardware Troubleshooting experience required

- Computer Hardware experience desired

- Foundational knowledge in End-User Support

- Deep understanding of Desktop Imaging

- A experience in candidate would be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

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Akron, OH

50 S. Main Street
Suite 402
Akron, OH 44308
us
330.253.8160
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