Help Desk Analyst I

Description

***100% onsite in Minnetonka, MN***
Robert Half has a client looking to add to their team on account of their growth! This client is a managed service provider and handles IT support for their clients running traditional Windows environments. This role works supporting a variety of clients remotely on their service desk based out of Minnetonka.

Position Responsibilities: Take initial telephone inquiries and troubleshoot hardware, software, or network problems Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly Document all customer interaction with high attention to detail and accuracy Update all tickets according to Service Level Agreements (SLA) Understand and follow Delivery Process following ITIL guidelines: incident management, problem management, change management, and knowledge management Recognize and escalate more difficult problems Accurately document customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy Provide after-hours support for clients. Shifts may include nights and weekends. There may be structured on-call responsibilities. Maintain detail oriented, quality interactions with customers at all times Work as an effective team member with the team, partners and internal staff Other duties as assigned
What You Bring: Experience in a technical support or customer service role preferred Bachelor's degree, technical degree or certifications preferred Working knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologies Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware efficient, self-starting mentality with value placed on integrity Ability to work as an effective team member with the team, partners and internal staff Strong English communication skills, both written and verbal Ability and desire to learn new technologies as mutually defined Ability to prioritize multiple tasks, anticipate situations, and take quick action Typing speed of 40 words per minute or faster
Physical Demands: This position requires sitting at a computer for extended periods of time and some light lifting as needed
Work Environment: While performing the duties of this position, the employee will be required to work in a standard office setting
ANYONE INTERESTED SHOULD CONTACT ROBERT BROMMEL AT FOR MORE DETAILS

Requirements

Windows 11 Office 365 General Tier 1 technical support background for Windows environments Application support Strong customer service working with non-technical users to understand their issue and provide support

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 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.

2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use and Privacy Notice.