Level II Help Desk Analyst

A company in the Professional Services field currently has an opportunity for a position offered on a long-term temporary basis. This Help Desk Analyst II opportunity will be located in the Chicago, Illinois area and will be a long-term temporary position.
 

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
• Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
• The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes
• 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
• Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

Requirements

• The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
• This position is best filled with someone who has 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
• Ability to multitask and communicate well with individuals of all backgrounds
• Working knowledge in one or more programming or scripting language
• Excellent written, verbal and social communication skills highly desired
• Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
• The ideal candidate has ITIL certification
• Excellent problem-solving skills
• Adeptness in hardware & software installation
• Command of Microsoft Office 365
• General familiarity with Application Support
• Computer Hardware experience
• Printers experience
• Demonstrated knowledge of Hardware Troubleshooting
• Desktop Hardware experience highly desired
• Solid understanding of Imanage
• Capable of working independently with minimal oversight