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Robert Half Tier 2 Technical Support in Bloomington, Minnesota

Description Join the team at Robert Half with this Help Desk Analyst Opportunity! This position is best for someone with a can-do attitude who is looking to be part of a highly motivated team. If you can 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. The perfect candidate for this job will be able to create knowledge articles and arrange training for other Service Desk Analysts when needed. The biggest part of this job is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. If you understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives, you will have an edge over the competition. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. How these processes work together to provide superior support and high availability of our business is also important. The ideal candidate for this Analyst job can cover alternative shifts when needed. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills - and you enjoy a fast-paced team-driven environment - we invite you to apply. A company in the Hi Tech Engineering field currently has an opportunity for a position offered on a permanent basis. This Help Desk Analyst II role will be located in the Bloomington, Minnesota area and will be a permanent position.

What you get to do every single day

  • 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

  • Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

  • Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

  • This job succeeds when it can facilitate user account management by handling onboarding, change and departure processes

  • Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

  • Provide guidance to Tier 1 support and team members Requirements - Ability to work independently with minimal oversight

  • Ability to multitask efficiently and prioritize work

  • Strong communication skills, both verbally and in writing

    • It is best if you have ITIL certification

    • 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

    • Candidates who have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred

  • Experience in one or more programming or scripting language

  • Complex problem solving skills are a must. Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

  • 2+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

  • Demonstrated knowledge of Ticketing System

  • Knowledge of Hardware Troubleshooting

  • Experience with Network Configuration

  • Deep understanding of End-User Support

  • Comprehensive knowledge of Basic Network Troubleshooting

  • Adeptness in Support Tickets

  • System administration experience preferred

  • Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity

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.

Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.

Questions? Call your local office at 1.888.490.4429. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. 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.

© 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/terms-of-use) .

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