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Robert Half International Help Desk Analyst II in CINCINNATI, Ohio

Description If you're a Help Desk Analyst candidate, consider this Robert Half Technology opportunity. This position is best for someone with a can-do attitude who is looking to be part of a highly motivated team. The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Your duties might include creating knowledge articles and arranging training for other Service Desk Analysts when needed. The primary function 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. We need the person in this position to know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. It is also required for this position to understand Incident, Problem, Change Management and other processes. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. Covering alternative shifts when needed is often necessary with this Analyst job. 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. Seeking a long-term temporary role? This opportunity with a company in the Professional Services field might be the next career move you've been searching for. This Help Desk Analyst II opportunity will be located in the Cincinnati, Ohio area and will be a long-term temporary position.

Your responsibilities in this role

  • 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

  • Provide guidance to Tier 1 support and team members

  • If you can facilitate user account management by handling onboarding, change and departure processes, you'll do well in this job

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

  • Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards Requirements - Ability to effectively interact, verbally and in writing

    • You'll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude
  • Proficiency in Accounting Software Systems

  • Well-founded grasp of High Volume Call Center

  • Network Troubleshooting experience

  • General familiarity with Ticketing System

  • Hardware Troubleshooting experience

  • Proven knowledge of call centers

  • Basic Bookkeeping experience highly desired

  • Basic Troubleshooting experience

  • Proficient in analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

  • One or more programming or scripting language skills required

  • Able to work independently with a minimal amount of oversight

  • Ability to simplify complex problems and build solutions

  • Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment

    • It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

    • This position will be best given to a person with ITIL certification

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

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.

© 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).

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