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Description
Robert Half Technology might be looking for a Help Desk Analyst just like you! This position is best for someone with a can-do attitude who is looking to be part of a highly motivated team. Can you represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services? This Service Desk Analyst job might be for you. Your duties might include creating knowledge articles and arranging training for other Service Desk Analysts when needed. This is the perfect job for you if you want work where you will spend most of your time 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. This includes understanding 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. The responsibilities for this Analyst job can sometimes include covering alternative shifts when needed. You should apply today 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. This is a long-term temporary-to-full-time opportunity. This Help Desk Analyst II opportunity will be located in the Cedar Rapids, Iowa area and will be a long-term temporary-to-full-time position.
Responsibilities
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- 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
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- If you believe you can facilitate user account management by handling onboarding, change and departure processes, you will be good at this job
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
Requirements
- We especially are looking for candidates with ITIL certification
- Ability to handle multiple tasks to prioritize needs and expedite tasks upon request
- This position requires technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
- Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement
- Microsoft Office 365 experience desired
- Strong familiarity with Connectivity Issues
- Foundational knowledge in Connectivity Problems
- PowerShell experience required
- Background in one or more programming or scripting language
- 2+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- Excellent verbal, written, and social skills
- This position requires a combination of superior customer service skills and technical aptitude
- Able to work independently with a minimal amount of oversight
Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.
Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.
When you work with us, you're working with the best. Robert Half has been recognized as one of FORTUNE's "Most Admired Companies" every year since 1998 and was named to Forbes' inaugural list of America's Best Temporary Staffing Firms.
Questions? Call your local office at All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.
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