Description
I am seeking a customer-focused Tier 1 Service Desk Analyst to serve as the first point of contact for IT support requests across a nationwide workforce of approximately 2,000 employees and contractors. This role is fully onsite in St. Paul, MN. There will be an on call rotation/remote support evenings and weekends.
Responsibilities:
Manage incoming support tickets by assessing urgency, recording issue details, and driving requests through completion or proper escalation.
Provide first-level assistance with user account access, password changes, onboarding support, and permission-related requests using directory and support tools.
Troubleshoot Microsoft 365 products such as Outlook, Teams, OneDrive, and other Office applications to restore user productivity.
Diagnose and resolve problems involving Windows 10 systems, printers, common peripherals, network connectivity, and remote support access.
Coordinate handoffs to higher-level technical teams for more advanced issues while keeping users informed on progress and next steps.
Contribute to a rotating support schedule that may include evenings, weekends, holidays, and on-call coverage as needed.
Maintain accurate case notes and update internal support documentation to strengthen the knowledge base and improve future resolution times.
Requirements
At least 2 years of experience in a help desk, service desk, or technical support role.
Hands-on experience supporting Microsoft Windows environments and Microsoft 365 applications.
Working knowledge of Active Directory and user account administration processes.
Familiarity with ticket management systems and service desk workflows.
Strong troubleshooting skills with the ability to resolve common desktop, account, and access issues efficiently.
Clear verbal and written communication skills with a strong focus on customer support.
Ability to work a flexible schedule that includes after-hours, weekend, or holiday support rotations.
Relevant certifications such as IT Foundation or Microsoft 365 Fundamentals are a plus, as is experience supporting multi-site or 24x7 operations.
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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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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: rhalfint
- Position Id: 02310-0013528019
- Posted 12 hours ago
