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

Overview

Location Chicago
Workload 40 hours/week , 100% onsite
Expected start date ASAP
Expected end date Open
Necessary languages English
Necessary skills DOCUMENTATION, Microsoft, Mobile, Programming, SLA

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