Help Desk Analyst II

at  Robert Half

If you’re a Help Desk Analyst candidate, consider this Robert Half opportunity. The ideal candidate for this position has a can-do attitude and is looking to be part of a highly motivated team. We need a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might find yourself creating knowledge articles and arranging training for other Service Desk Analysts when needed. This job requires you to handle complex end-user support issues and provide support to team members by focusing and 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 important for the chosen candidate to understand Incident, Problem, Change Management and other processes. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. There might also be times when you need to cover alternative shifts. The ideal candidate for this position is a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. A Real Estate Property/Facilities Mgt company is looking for a candidate to fill a contract / temporary role for a long-term duration. Located in Columbus, Ohio, this Help Desk Analyst II role will be a long-term contract / temporary opening.

What you get to do every single day

• 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
• Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
• 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
• This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards
• 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
• Excellent verbal and written communication skills
• Experience in one or more programming or scripting language
• Strong problem-solving skills
• Proficient in analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction
• Ability to multitask and meet deadlines
• 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
• 3+ years’ of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
• If you have ITIL certification, you are strongly encouraged to apply
• Must be able to work independently with minimal supervision
• Microsoft Office 365 experience
• Customer service experience preferred

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.
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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

• 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
• Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
• 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
• This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards
• 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
• Excellent verbal and written communication skills
• Experience in one or more programming or scripting language
• Strong problem-solving skills
• Proficient in analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction
• Ability to multitask and meet deadlines
• 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
• 3+ years’ of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
• If you have ITIL certification, you are strongly encouraged to apply
• Must be able to work independently with minimal supervision
• Microsoft Office 365 experience
• Customer service experience preferre