Robert Half International NOC Engineer II in MENTOR, Ohio
Description There is an opportunity for a Help Desk Analyst to join the team at Robert Half! This permanent employment opportunity is based in the Mentor, Ohio area. You should apply today if you have a can-do attitude and are looking to be part of a highly motivated team. 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. It is important for the chosen candidate to understand how their role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. It is also important for you 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. This is the perfect Service Desk Analyst job for you if you want to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. That might mean creating knowledge articles and arranging training for other Service Desk Analysts when needed. There might also be times when you need to cover alternative shifts. 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.
Provide guidance to Tier 1 support and team members
It is important for this job to facilitate user account management by handling 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
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
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory Requirements - Ability to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
Can work independently with minimal supervision
Critical thinking, problem solving, ability to work independently
Experience in one or more programming or scripting language
- 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
Strong communication skills, both verbally and in writing
- If you 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 will be strongly preferred
Server Hardware experience preferred
Disaster recovery experience
NOC experience desired
- You might be a good fit for this position if you have a combination of superior customer service skills and technical aptitude
Ability to multitask and communicate well with individuals of all backgrounds
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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. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.