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Help Desk Analyst

1 month ago

Atlanta, United States Robert Half Full time

About the Role:

In this dynamic role, you will be the first line of defense for our internal and external customers, providing technical support and resolving a variety of issues. You will troubleshoot common problems, answer user questions, and escalate complex issues to senior technicians when needed. This role offers a great opportunity to gain valuable technical experience and develop your problem-solving skills in a fast-paced environment.

Responsibilities:

  • Provide technical support to users via phone, email, and in-person interactions
  • Troubleshoot and resolve a wide range of technical issues, including password resets, software installation, network connectivity problems, and basic hardware troubleshooting
  • Document customer interactions and issue resolutions in a ticketing system
  • Research and identify solutions to user problems using internal knowledge bases and online resources
  • Escalate complex issues to Tier 2 support specialists when necessary
  • Maintain a positive and professional demeanor while providing excellent customer service
  • Continuously learn new technologies and update your knowledge base

Qualifications:

  • Minimum of 1 year of experience in a technical support role or related field (or a strong desire to learn)
  • Strong understanding of computer hardware and software fundamentals
  • Excellent communication and interpersonal skills, both written and verbal
  • Ability to problem-solve independently and think critically
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
  • Customer-service focused with a commitment to providing exceptional support

Preferred Qualifications:

  • A+ or CompTIA certification
  • Experience working in a help desk environment
  • Experience with specific software or technologies (depending on the company)

We offer a competitive salary and benefits package, as well as the opportunity to work in a fast-paced and rewarding environment. If you are a highly motivated individual with a passion for technology and helping others, we encourage you to apply