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Robert Half International Help Desk Analyst II in COLUMBUS, Ohio

Description There is an opportunity to join the team at Robert Half Technology, as a Help Desk Analyst! This full-time employment opportunity is based in the Columbus, Ohio area. We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. Can you 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. As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. This position absolutely must understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. Service Desk Analysts represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position could certainly have duties including creating knowledge articles and arranging training for other Service Desk Analysts when needed. You will be successful at this Analyst job if you can cover alternative shifts when needed. We encourage any applicants who fit the description of a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This role is with a company in the Healthcare, Hospitals, Social Assistance industry.

Your responsibilities in this role

  • 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

  • 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

  • Facilitate user account management: Onboarding, change and departure processes

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

  • Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment Requirements - Ability to multitask and communicate well with individuals of all backgrounds

    • The ideal candidate has ITIL certification
  • Experience in one or more programming or scripting language

    • 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
  • Proven knowledge of TCP/IP

  • Microsoft Windows experience required

  • Foundational knowledge in Windows PC

  • Ticketing System experience desired

  • Deep understanding of Microsoft Windows Server

  • Experience with Microsoft Windows 10

  • Able to work independently with a minimal amount of oversight

  • Strong communication and interpersonal skills

    • You might be a good fit for this position if you have a combination of superior customer service skills and technical aptitude
  • 5+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

  • Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

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

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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