Help Desk Analyst II

Description If you want to work as a Help Desk Analyst, consider this opportunity to join the team at Robert Half Technology! This long-term temporary employment opportunity is based in the Des Moines, Iowa area. 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. This is the perfect job for you if you want work where you will spend most of your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. We also need the chosen candidate for the Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. Another important piece of knowledge candidates should have is an understanding of 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. 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. This position sometimes includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you can cover alternative shifts when needed, you will be successful at this Analyst job. 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 role is with a company in the Banking industry.Your responsibilities in this role- 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- The most important thing about this job is to facilitate user account management. This includes 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- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory Requirements - A combination of superior customer service skills and technical aptitude is required for success at this position- Ability to recognize, evaluate, and resolve problems effectively- In this position, the candidate will be tasked with analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction- Working knowledge in one or more programming or scripting language - 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- Deep understanding of Computer Hardware- Hardware and Software experience- Solid understanding of Technical Support- Desktop Hardware experience preferred- Knowledge of Provide Technical Support - You will be among the top candidates for the job if you have ITIL certification- Must be able to work independently with minimal supervision- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Excellent written, verbal and social communication skills- Ability to multitask and communicate effectively with individuals of all backgrounds Robert Half Technology matches IT professionals with some of the best companies 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 personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities - fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets.From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNE's "Most Admired Companies" list every year since 1998.Download our mobile app to take your job search on the go!Contact your local Robert Half Technology office ator visit www.roberthalf.com/jobs/technology to apply for this job now or find out more about other job opportunities.All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada. 2020 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.