Robert Half Help Desk Analyst II in Green Bay, Wisconsin
Description Looking for a new opportunity? This growing company's Help Desk Analyst position might be right for you. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment, you might succeed at this position. 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. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. This is the perfect job for you if you want work where you will spend most of your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. We also need the chosen candidate for the Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. One of the most important parts, though, is how these processes work together to provide superior support and high availability of our business. The ideal candidate for this Analyst job can cover alternative shifts when needed.
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
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Provide guidance to Tier 1 support and team members
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
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 Requirements - The ideal candidate should 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
Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement
Can work independently with minimal supervision
The ideal candidate has 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
Experience in one or more programming or scripting language
Ability to multitask efficiently and prioritize work
- Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
Great written, verbal, and interpersonal skills
Deep understanding of PC desktop/workstations
Foundational knowledge in Dell Switches
Demonstrated knowledge of Mobile Device Management
Adeptness in Desktop Hardware
Experience with HP
Expertise in Active Directory
Comprehensive knowledge of Microsoft Office 365
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.