Senior Help Desk/Desktop Support Analyst

Description

We are looking for a Senior Help Desk/Desktop Support Analyst to provide dependable technical support and deliver a high-quality experience for employees across the organization. This role is based in Draper, Utah, and is suited to someone who enjoys diagnosing issues, guiding users through solutions, and keeping support requests moving efficiently. The ideal candidate brings strong desktop support knowledge, clear communication skills, and the ability to balance day-to-day service needs with ongoing improvements to support processes.

Responsibilities:
Manage incoming incidents and service requests from initial intake through final resolution, ensuring each case is documented accurately and handled in a timely manner.
Assist employees with technical issues involving desktops, user accounts, access permissions, and core workplace systems while maintaining a thorough and attentive support experience.
Communicate status updates clearly to end users and set realistic expectations throughout the troubleshooting and resolution process.
Route complex problems to the appropriate technical teams when needed, while monitoring urgency, service targets, and business impact.
Provide hands-on support for Microsoft Windows environments, Active Directory administration, group policy tasks, and Citrix-based user access.
Create and maintain support documentation, knowledge resources, and process guides that help improve consistency and reduce repeat incidents.
Identify patterns in recurring technical problems and recommend practical steps to strengthen reliability and user productivity.
Contribute to infrastructure or support-related initiatives as needed, including assigned IT projects and operational improvements.

Requirements

At least 3 years of experience in help desk, desktop support, or technical support roles.
Background in supporting Microsoft Windows 10 and Windows Server environments in a business setting.
Working knowledge of Active Directory, group policy, Exchange, and service desk ticket management.
Familiarity with Citrix XenApp, VMware, and basic network troubleshooting practices.
Strong customer service approach with effective verbal and written communication skills.
Ability to prioritize multiple requests, manage time well, and collaborate successfully within a team environment.
Degree in information technology, relevant technical certification, or equivalent practical experience.

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.

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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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