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Description
You might be the Help Desk Analyst Robert Half Technology is looking for! This long-term temporary employment opportunity is based in the Independence, Ohio area. The ideal candidate for this position has a can-do attitude and is looking to be part of a highly motivated team. If you're looking for work where you can handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users, this job might be for you. How your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives is also important. Understanding Incident, Problem, Change Management and other processes is also important. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. Candidates for this position should keep in mind that we are looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.
What you get to do every single day
- 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
- If you believe you can facilitate user account management by handling onboarding, change and departure processes, you will be good at this job
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
Requirements
- If you have ITIL certification, you are strongly encouraged to apply
- 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- One or more programming or scripting language skills required
- Candidates who have a combination of superior customer service skills and technical aptitude will be preferred
- The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- 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
- Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment
- Excellent communication and organizational skills
- Practical knowledge of Desktop Imaging
- Microsoft Exchange experience
- General familiarity with VMware
- Strong familiarity with Microsoft Office 365
- Demonstrated knowledge of Deskside Support
- Microsoft Windows experience desired
- Virtual Desktop experience highly preferred
- Foundational knowledge in Active Directory Federation Services (AD FS)
- Adeptness in Deskside Support
- Critical thinking, problem solving, ability to work independently
- Capable of working independently with minimal 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.
© 2020 Robert Half Technology. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (www.roberthalf.com/terms-of-use).
