Romeoville, IL
Help Desk Analyst II
Ref ID: 01300-0012367695
Classification: Help Desk Analyst II
Compensation: $60000.00 to $70000.00 yearly
If you want to join the team at Robert Half, consider this Help Desk Analyst opportunity. This permanent employment opportunity is based in the Romeoville, Illinois area. You'll be right for this position if you have a can-do attitude and are looking to be part of a highly motivated team. 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. 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. It is also important for you 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 might be for you if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. You will be successful at this Analyst job if you 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 in this role
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
- 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
- Provide guidance to Tier 1 support and team members
- This job succeeds when it can 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
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
Classification: Help Desk Analyst II
Compensation: $60000.00 to $70000.00 yearly
If you want to join the team at Robert Half, consider this Help Desk Analyst opportunity. This permanent employment opportunity is based in the Romeoville, Illinois area. You'll be right for this position if you have a can-do attitude and are looking to be part of a highly motivated team. 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. 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. It is also important for you 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 might be for you if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. You will be successful at this Analyst job if you 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 in this role
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
- 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
- Provide guidance to Tier 1 support and team members
- This job succeeds when it can 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
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
- Experience with Microsoft Windows Server
- Command of Microsoft Office 365
- Proven knowledge of Upgrades
- Active Directory experience
- Proficiency in Azure Active Directory
- Foundational knowledge in Microsoft Azure
- Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- If you're looking for job openings and have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems, you might be a good fit for this position
- 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
- Ability to simplify complex problems and build solutions
- ITIL certification is a big plus for this job
- You'll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude
- Capable of working independently with minimal oversight
- Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment
- Excellent written/verbal communication and organizational skills
- Command of Microsoft Office 365
- Proven knowledge of Upgrades
- Active Directory experience
- Proficiency in Azure Active Directory
- Foundational knowledge in Microsoft Azure
- Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- If you're looking for job openings and have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems, you might be a good fit for this position
- 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
- Ability to simplify complex problems and build solutions
- ITIL certification is a big plus for this job
- You'll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude
- Capable of working independently with minimal oversight
- Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment
- Excellent written/verbal communication and organizational skills
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