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Robert Half International Help Desk Analyst II in Racine, Wisconsin

Description You might be the Help Desk Analyst Robert Half is looking for! The ideal candidate for this position has a can-do attitude and is looking to be part of a highly motivated team. 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. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. If you're looking for work where you can 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. How your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives is also important. We also need the chosen candidate for this position to understand Incident, Problem, Change Management and other processes. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. You might find that you need to cover alternative shifts when needed. The ideal candidate for this position is a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This is a long-term contract / temporary to full-time opportunity. Located in Racine, Wisconsin, this Help Desk Analyst II role will be a long-term contract / temporary to full-time opening.

Your responsibilities

  • Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

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

  • 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

  • The most important thing about this job is to facilitate user account management. This includes handling onboarding, change and departure processes

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

  • Provide guidance to Tier 1 support and team members Requirements - This job will often be easier if you have ITIL certification

  • Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction

  • Capable of working independently with minimal oversight

  • Experience with Basic Troubleshooting

  • Active Directory experience desired

  • Adeptness in Basic Network Troubleshooting

  • PC desktop/workstations experience

  • Strong familiarity with Microsoft Office 365

  • Demonstrated knowledge of Service Desk Tickets

  • Microsoft SCCM experience

    • A combination of superior customer service skills and technical aptitude is required for success at this position
  • 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

  • Ability to simplify complex problems and build solutions

  • Excellent oral and written communication skills

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

  • One or more programming or scripting language skills required

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 and get 1-tap apply, instant notifications for AI-matched jobs, and more.

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.

© 2021 Robert Half. 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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