Help Desk Analyst II

Description

We are seeking a proactive and detail-oriented Desktop Support Analyst for, one-year remote contract. The ideal candidate will have strong technical troubleshooting skills and experience supporting end users in a dynamic enterprise environment. This role is focused on resolving desktop-related issues, enhancing the support knowledgebase, and improving overall service delivery within the IT Help Desk team. The hours worked would be 12 pm CST - 6 pm CST, Monday-Friday.

Key Responsibilities:

• Respond to incoming service requests in a timely manner, gather pertinent information, and document all interactions using the internal Help Desk System.
• Classify, prioritize, and manage service requests in accordance with department guidelines and SLAs.
• Troubleshoot a variety of IT issues, including personal computer hardware/software, operating systems, email, printers, network access, internet connectivity, and mobile devices.
• Escalate or reassign tickets as appropriate, ensuring efficient handoff to other support tiers or teams.
• Maintain and contribute to the resolution knowledge base by documenting solutions to resolve issues.
• Provide clear, professional communication to end users and stakeholders, including periodic reports and enterprise-wide updates when required.
• Collaborate with Support Engineers and other internal service teams to ensure seamless issue resolution.
• Mentor Help Desk Technician I staff to enhance their technical and customer service skills.
• Assist the Desktop Support Manager with internal initiatives aimed at improving service delivery and team effectiveness.
• Monitor team workloads and help manage ticket backlogs to ensure high service levels.
• Remotely connect to user systems to diagnose and resolve technical issues efficiently.
• Identify recurring problems and trends and assist in developing proactive solutions.
• Perform additional duties and participate in projects as assigned.

Requirements

Qualifications:

• 1-3 years of desktop or IT support experience in a help desk or technical support environment
• Strong knowledge of Windows OS, Microsoft Office Suite, email clients, and remote support tools
• Familiarity with help desk ticketing systems and documentation best practices
• Excellent problem-solving and communication skills
• Proven ability to mentor junior staff and work collaboratively in a distributed team setting.
• Experience supporting a remote workforce preferred.

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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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