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Robert Half International Help Desk Analyst II in SAINT LOUIS, Missouri

Description Help Desk Analysts will be interested in this Robert Half Technology opportunity! Apply for this position today if you have a can-do attitude and are looking to be part of a highly motivated team. Service Desk Analysts represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. Your duties might include creating knowledge articles and arranging training for other Service Desk Analysts when needed. 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. As the Help Desk Analyst, you should also be aware of how your role relates to IT projects and IT Service Management initiatives. This includes understanding Incident, Problem, Change Management and other processes. You should also know how these processes work together to provide superior support and high availability of our business. As an Analyst, you may be asked to cover alternative shifts when needed. This position requires 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 short-term temporary-to-full-time opportunity. Located in Saint Louis, Missouri, this Help Desk Analyst II role will be a short-term temporary-to-full-time opening.

Key responsibilities

  • This job's primary priority is to facilitate user account management by handling onboarding, change and departure processes

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

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

  • Provide guidance to Tier 1 support and team members

  • 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

  • Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory Requirements - Solid understanding of Active Directory

  • Foundational knowledge in Customer Support

  • Tier 1 Support experience preferred

  • Proficiency in Tier 2 Support

  • Application support experience highly desired

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

  • In this position, the candidate will be tasked with analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

  • Ability to multitask effectively

  • Background in one or more programming or scripting language

    • We really want someone with ITIL certification for this job

    • 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

  • Able to work independently with a minimal amount of oversight

  • Strong communication skills and able to receive criticism well

    • Applicants with a combination of superior customer service skills and technical aptitude will be preferred
  • Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement

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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