Help Desk Analyst

Description

We are looking for a Help Desk Analyst to join a high-volume support environment in Holland, Ohio. This long-term contract position is ideal for someone who enjoys assisting customers, troubleshooting basic technical issues, and documenting each interaction with accuracy. The role supports incoming Tier 1 requests, monitors overnight ticket activity, and helps ensure service issues are routed quickly and appropriately. Success in this position requires strong communication, sound judgment, and a steady approach in a fast-moving customer service setting.

Responsibilities:

Respond to inbound support calls professionally and deliver timely assistance to customers experiencing service or equipment issues.

Review incoming service tickets, assess urgency, and determine the correct next step based on established support procedures.

Troubleshoot entry-level technical problems efficiently and gather the information needed to support resolution.

Escalate incidents to the appropriate internal teams when issues require advanced support or immediate attention.

Create, update, and maintain service tickets for every customer interaction, ensuring notes are complete, accurate, and easy to follow.

Monitor ticket activity during assigned shifts, including overnight coverage, to help address time-sensitive support needs.

Confirm that system settings or configurations have been properly tested and are functioning as expected before closing or advancing requests.

Provide clear documentation of actions taken, customer communications, and troubleshooting steps throughout the support process.

Contribute to overall service center operations by handling additional support-related tasks as needed.

Requirements

High school diploma or equivalent required.
Prior experience in a call center, help desk, or customer support environment is preferred.
Working knowledge of Microsoft Windows 10, Microsoft Office, and basic technical troubleshooting concepts.
Familiarity with service desk ticketing processes and the ability to follow established support protocols carefully.
Strong verbal and written communication skills with courteous phone etiquette.
Ability to stay composed under pressure, manage multiple tasks, and make sound decisions with limited supervision.
Customer-focused mindset with a strong sense of empathy, organization, and attention to detail.
Exposure to technical support tools or environments, including Active Directory, is a plus.

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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