Classification: Help Desk Analyst II
Compensation: $23.00 to $28.00 hourly
If you're a Help Desk Analyst candidate, consider this Robert Half opportunity. This long-term contract / temporary to hire employment opportunity is based in the Sun Prairie, Wisconsin area. If you have a can-do attitude and are looking to be part of a highly motivated team, you'd be great for this position! 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. How your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives is also important. It is also required for this position to understand Incident, Problem, Change Management and other processes. One of the most important parts, though, is how these processes work together to provide superior support and high availability of our business. The ideal Service Desk Analyst can represent the Service Desk by liaising 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. The ideal candidate for this Analyst job can 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
- 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.
- Provide guidance to Tier 1 support and team members
- 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
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- This job succeeds when it can facilitate user account management by handling onboarding, change and departure processes- In this role, the candidate will be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- Must be able to work independently with minimal supervision
- ITIL certification a plus
- Ability to simplify complex problems and build solutions
- Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
- One or more programming or scripting language skills required
- Ability to multitask and communicate effectively with individuals of all backgrounds
- Strong familiarity with Microsoft Windows Server
- Microsoft Office 365 experience desired
- Hardware Troubleshooting experience
- Network Fundamentals experience
- Expertise in Active Directory
- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Applicants should have a combination of superior customer service skills and technical aptitude
- Ability to effectively interact, verbally and in writing
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