Help Desk Analyst II
Robert Half Plainfield
We have a client based in Plainfield, Indiana, in search of a Help Desk Analyst II. The ideal candidate for this role will be tasked with providing support to both clients and infrastructure, managing and maintaining hardware/software, and addressing any technical issues that may occur.
Responsibilities:
- Offer both onsite and remote technical support to end-users, which includes hardware, software, and peripheral devices.
- Monitor and manage helpdesk tickets, ensure efficient incident resolution, and handle project tasks as assigned.
- Oversee the maintenance and asset management of end-user devices such as mobile, desktops, and laptops.
- Configure and troubleshoot network issues in Windows, Apple, and Citrix environments, both wired and wireless.
- Support mobile devices including iPhone, iPad, Android, Windows laptops and desktops, & setup in Intune.
- Ensure the security and patch levels for SCCM, antivirus & web filtering on PCs are met and maintained.
- Set up and provide support for audio-visual systems in corporate business environments.
- Handle MFA related issues and enable users for MFA as appropriate.
- Support end-users with O365 applications and assist in vendor management.
- Work on hardware issues related to infrastructure and client equipment and problems encountered in the usage of site systems and desktop applications.
- Document actions, alterations, and procedures in the Service Now ticketing system to maintain an accurate and accessible record of the system's current state.
- Stay updated with technology trends, particularly security policies, and company standards to understand current best practice and possible alternative solutions.
- Collaborate with the IT team to complete tasks as required and manage time to fulfill tasks efficiently and with high quality.
- Liaise with colleagues to solve complex problems or delegate responsibility to the appropriate support team member.
- Continuously assess and communicate the possibility for improvement in support practices.
- Proficiency in Active Directory management
- Experience with Server 2016 and Server 2019
- Knowledge of Server Operating Systems
- Familiarity with Server 2012
- Possession of MCSE Certification or comparable Certification
- Expertise in PC Hardware setup and troubleshooting
- Understanding of ITIL Processes and their application
- Experience with ServiceNow Platform
- Familiarity with Zoho or similar CRM platforms
- Knowledge of Azure cloud services
- Ability to provide Mobile Device Support
- Experience with SCCM for system management
- Proficiency in handling Audio Visual equipment
- Experience with server management and maintenance
- Familiarity with Network Equipment setup and troubleshooting
- Knowledge of O 365 and Office 365 applications
- Understanding of Multi-Factor Authentication (MFA) processes
- Experience with Ticketing System for IT support management
- Expertise in Hardware Troubleshooting techniques
- Proficiency in Network Troubleshooting within a large organization.
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