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Description

We are seeking a proactive and detail-oriented Desktop Support Analyst for, one-year remote contract. The ideal candidate will have strong technical troubleshooting skills and experience supporting end users in a dynamic enterprise environment. This role is focused on resolving desktop-related issues, enhancing the support knowledgebase, and improving overall service delivery within the IT Help Desk team. The hours worked would be 12 pm CST - 6 pm CST, Monday-Friday.

Key Responsibilities:

+ Respond to incoming service requests in a timely manner, gather pertinent information, and document all interactions using the internal Help Desk System.

+ Classify, prioritize, and manage service requests in accordance with department guidelines and SLAs.

+ Troubleshoot a variety of IT issues, including personal computer hardware/software, operating systems, email, printers, network access, internet connectivity, and mobile devices.

+ Escalate or reassign tickets as appropriate, ensuring efficient handoff to other support tiers or teams.

+ Maintain and contribute to the resolution knowledge base by documenting solutions to resolve issues.

+ Provide clear, professional communication to end users and stakeholders, including periodic reports and enterprise-wide updates when required.

+ Collaborate with Support Engineers and other internal service teams to ensure seamless issue resolution.

+ Mentor Help Desk Technician I staff to enhance their technical and customer service skills.

+ Assist the Desktop Support Manager with internal initiatives aimed at improving service delivery and team effectiveness.

+ Monitor team workloads and help manage ticket backlogs to ensure high service levels.

+ Remotely connect to user systems to diagnose and resolve technical issues efficiently.

+ Identify recurring problems and trends and assist in developing proactive solutions.

+ Perform additional duties and participate in projects as assigned.

Requirements

Qualifications:

+ 1–3 years of desktop or IT support experience in a help desk or technical support environment

+ Strong knowledge of Windows OS, Microsoft Office Suite, email clients, and remote support tools

+ Familiarity with help desk ticketing systems and documentation best practices

+ Excellent problem-solving and communication skills

+ Proven ability to mentor junior staff and work collaboratively in a distributed team setting.

+ Experience supporting a remote workforce preferred.

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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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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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