Help Desk Analyst

3 weeks ago

Salina, United States Robert Half Full time
Job DescriptionJob Description

We are offering a contract to hire employment opportunity for a Help Desk Analyst. As a Help Desk Analyst, you will be the first point of contact for all IT-related issues and requests in our team, providing technical support, troubleshooting problems, and ensuring timely resolution or escalation of incidents.


Responsibilities:


• Serve as the first line of support by diagnosing, troubleshooting, and resolving technical issues related to hardware, software, and network systems.

• Respond to customer inquiries through various channels such as phone, email, or ticketing systems.

• Accurately log, categorize, and prioritize incidents in the ticketing system to ensure timely and efficient resolution.

• Assist in the setup, configuration, and maintenance of end-user systems, including laptops, desktops, printers, and mobile devices.

• Perform basic network troubleshooting, such as internet connectivity and VPN issues.

• Support users with common software applications such as Microsoft Office, email clients, and other business-specific tools.

• Provide guidance and assistance to users regarding IT policies and best practices.

• Maintain a knowledge base of solutions and procedures for resolving recurring issues.

• Collaborate with other IT team members to ensure consistent service delivery and to improve internal processes.

• Monitor and follow up on pending tickets to ensure timely closure and customer satisfaction.

• Participate in service improvement projects and contribute to continuous service desk process enhancements.

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Minimum of 1-3 years of experience in a service desk or IT support role.

Strong technical knowledge of operating systems (Windows, macOS), Microsoft Office 365, and commonly used enterprise software.

Familiarity with ticketing systems like ServiceNow, Jira, or similar platforms.

Basic understanding of networking concepts such as IP, DNS, and VPN.

Excellent communication and interpersonal skills with the ability to explain technical issues in non-technical terms.

Strong problem-solving and multitasking abilities in a fast-paced environment.

Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus.

Ability to work independently as well as within a team.

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