Robert Half International Help Desk Analyst II in WEST DES MOINES, Iowa
If you are looking for work as a Help Desk Analyst, you could find the right opportunity with Robert Half Technology! We especially want to hear from you if you have a can-do attitude and are looking to be part of a highly motivated team. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You will need to be comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. You will spend your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. We need the person in this position to know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. We need the person in this position to understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. Analysts may be asked to cover alternative shifts when needed. 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. This is a long-term temporary-to-full-time opportunity. This Help Desk Analyst II role will be located in the West Des Moines, Iowa area and will be a long-term temporary-to-full-time position.
What you get to do every day
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
Provide guidance to Tier 1 support and team members
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
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
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.
Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity
Excellent written/verbal communication and organizational skills
A qualified candidate would be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- It is preferred for applicants to have a combination of superior customer service skills and technical aptitude
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- This position requires technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
Ability to multitask and meet deadlines
- We really want someone with ITIL certification for this job
Desktop Hardware experience
Computer Hardware experience
Technical Support experience
Provide Technical Support experience
Customer service experience
Capable of working independently with minimal oversight
One or more programming or scripting language skills required
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.
Location: WEST DES MOINES, IA
Date Posted: January 27, 2021
Employment Type: Temp to Hire
Job Reference: 01500-0011685599
Staffing Area: Technology u0026 IT