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Robert Half Help Desk Analyst II in HOMER, Michigan

Description Robert Half might be looking for a Help Desk Analyst just like you! Apply today if you have a can-do attitude and are 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. You will need to be 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. 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. You should also know how these processes work together to provide superior support and high availability of our business. The responsibilities for this Analyst job can sometimes include covering 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! A position with a long-term contract / contract / contract / contract / contract / contract / contract / contract / contract / temporary to full-time availability recently became available with a company in the detail oriented Services field. This Help Desk Analyst II role will be located in the Homer, Michigan area and will be a long-term contract / contract / contract / contract / contract / contract / contract / contract / contract / temporary to full-time position.

Key responsibilities

  • 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.

  • Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

  • 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

  • The ideal candidate for this job is able to facilitate user account management by handling onboarding, change and departure processes Requirements - Strong problem solving and analytical skills

    • If you're looking for job openings and have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems, you might be a good fit for this position
  • Interested candidates should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

    • ITIL certification is a big plus for this job

    • Applicants should have a combination of superior customer service skills and technical aptitude

  • Experience with ActiveSync

  • Deep understanding of Workstation Hardware

  • Good understanding of DHCP

  • Foundational knowledge in Network Hardware

  • Comprehension of Network Switches

  • Hands-on experience with Blackberry Enterprise Server

  • Solid understanding of Software Deployment

  • Solid understanding of Microsoft Office Suites

  • Experience with Laptop Hardware

  • Practical knowledge of SonicWall

  • Practical knowledge of Hardware Problems

  • Well-founded grasp of Cisco ASA

  • Quality experience with TCP/IP

  • Wide ranging experience with TCP/IP Networking

  • Expertise in Microsoft Office Tools

  • General familiarity with Cisco ASA Firewall

  • Proven knowledge of Microsoft Office Application

  • Previous experience working with switches

  • Foundational knowledge in Microsoft Office Programs

  • Prior experience with WLAN

  • Solid understanding of Software Problems

  • Earlier work involving DNS

  • Experience with Microsoft Office 365

  • Expertise in Troubleshoot Hardware

  • Well-founded grasp of PC Hardware

  • General familiarity with Hardware Troubleshooting

  • Skills in Router Switches

  • Proficiency in Microsoft Office Products

  • Proven knowledge of Hardware Upgrades

  • Excellent written/verbal communication and organizational skills

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

  • Ability to handle multiple tasks to prioritize needs and expedite tasks upon request

  • One or more programming or scripting language skills required

  • Can work independently with minimal supervision

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.

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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 for more information.

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