Robert Half International Help Desk Analyst II in ANN ARBOR, Michigan
Description You could join the Robert Half Technology team if you are looking for work as a Help Desk Analyst! 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! We're looking for 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'll succeed at this job if you're comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. You'll mostly be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. One of the most important parts, though, is how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. This position absolutely must understand Incident, Problem, Change Management and other processes. Another important piece of knowledge candidates should have is how these processes work together to provide superior support and high availability of our business. Analysts may be asked to cover alternative shifts when needed. We're looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment, so if that's you, we invite you to apply! This is a temporary role and might be a great fit for candidates looking for a long-term opportunity with a company in the Service field. This Help Desk Analyst II role will be located in the Ann Arbor, Michigan area and will be a long-term temporary position.
If you can facilitate user account management by handling onboarding, change and departure processes, you'll do well in this job
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 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.
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 - One or more programming or scripting language skills required
- ITIL certification will strengthen your position for the job
Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity
Ability to multitask efficiently and prioritize work
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Possess skill set to successfully analyze complex business problems, propose effective solutions and understand and apply business vision and direction
Remote Assistance experience desired
Expertise in End User Training
- 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
Excellent verbal, written, and social communication skills
Must be able to work independently with minimal supervision
- A combination of superior customer service skills and technical aptitude is required for success at this position
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 1.888.490.4429. 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.