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Description

We are seeking a proactive and detail-oriented Help Desk Analyst for a 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 knowledge base, and improving overall service delivery within the IT Help Desk team.

• Respond to incoming service requests in a timely manner, gather pertinent information, and document in the Help Desk System

• Classify and prioritize all service requests according to department standards and guidelines

• Troubleshoot issues related to personal computer hardware, software, and operating systems; printers; email; network/internet access; mobile devices, and any other requests within the scope of their expertise.

• Document all activity in a timely manner using the internal Help Desk System according to departmental standards and guidelines.

• Reassign and/or escalate service requests in a timely manner to the appropriate resource and level when necessary

• Maintain the resolution knowledge base by posting all relevant solutions.

• Provide information and reports as requested

• Prepare and present enterprise communications as required

• Work with Support Engineers and other internal service providers to guarantee smooth handoffs

• Mentor Help Desk Technician I staff to improve their technical proficiency and customer service level

• Assist DS Support Manager with internal projects that improve the overall effectiveness of the Help Desk Team

• Monitor Help Desk Team workloads and backlogs to facilitate higher service levels and achieve team goals

• Connect to systems remotely and work with employees to identify computing problems and correct them

• Identify Problems and Trends in the environment and assist with problem-solving proactively

• Perform other duties, 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

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.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

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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