Robert Half Service Desk Engineer in Olathe, Kansas
Description Looking for a new opportunity? Apply for this Help Desk Analyst II role with a growing company in the Machinery Manufacturing field. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment, you might succeed at this position. This Service Desk Analyst job might be for you if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. Can you 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. Another important piece of knowledge you should have as the Help Desk Analyst is how your role relates to IT projects and IT Service Management initiatives. We also need the chosen candidate for this position to understand Incident, Problem, Change Management and other processes. We also need the chosen candidate for this position to know how these processes work together to provide superior support and high availability of our business. If you can cover alternative shifts when needed, you will be successful at this Analyst job.
What you get to do every single day
Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
Provide guidance to Tier 1 support and team members
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
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
You might be good at this job if you believe you can facilitate user account management by handling onboarding, change and departure processes Requirements - Ability to communicate verbally and in writing effectively throughout all levels of the company
- 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
Capable of working independently with minimal oversight
Foundational knowledge in Application Interfaces
Command of End-User Support
Proficiency in Technical Support
Comprehensive knowledge of customer service
O 365 experience highly desired
- A combination of superior customer service skills and technical aptitude
Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity
Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- ITIL certification will strengthen your position for the job
Background in one or more programming or scripting language
3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Ability to multitask and meet deadlines
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.
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Questions? Call your local office at 1.888.490.4429. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. 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.