Robert Half Help Desk IT Specialist in Wheeling, Illinois
Description Looking for a new opportunity? You might find this growing company in the Manufacturing field's Help Desk Analyst position to be just what you're looking for! 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. 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. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. If chosen, you'll be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. One of the most important parts, though, is how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. You should also 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. There is a chance that you could cover alternative shifts when needed.
Your responsibilities in this role
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Provide guidance to Tier 1 support and team members
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
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
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment Requirements
Ability to effectively interact, verbally and in writing
Can work independently with minimal supervision
Ability to multitask effectively
Foundational knowledge in Password Reset
Experience with Computer Hardware
End-User Support experience
Practical knowledge of asset management
Comprehensive knowledge of Microsoft Office 365
Well-founded grasp of hardware & software installation
Active Directory experience
Strong problem-solving skills
Possess qualifications to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- If you have a combination of superior customer service skills and technical aptitude, you will be strongly preferred
3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- This position will be the best fit for a candidate with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
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.