Help Desk Analyst I

Description

Robert Half is seeking a proactive and skilled IT Support Specialist to provide high-quality technical support across hardware, software, and network systems. The ideal candidate will be responsible for resolving Tier 1 and Tier 1.5 tickets, performing deeper diagnostics, and escalating issues as needed. This position requires strong analytical abilities, excellent customer service skills, and the capacity to handle multiple demands in a fast-paced environment.

Responsibilities:

• Respond to and troubleshoot Tier 1 and escalated Tier 1.5 tickets related to hardware, software, and networking issues.
• Conduct diagnostics and resolution for operating systems (Windows/Mac), Microsoft Office 365, Active Directory, and common business applications.
• Manage user accounts by handling password resets, account provisioning, and access control tasks.
• Provide support for endpoint security, including antivirus updates and patch management.
• Escalate unresolved issues to Tier 2 or the appropriate teams while delivering clear and detailed documentation.
• Collaborate with internal IT staff to identify trends in recurring issues and recommend improvements.
• Update and maintain internal knowledge bases and documentation resources.
• Offer remote support and occasional on-site help based on organizational needs.
• Assist with basic system administration tasks, such as group policy updates and software installations.

Requirements

• 1-3 years of IT support experience (e.g., Help Desk, Service Desk, or Desktop Support roles).
• Bilingual proficiency is highly preferred.
• Strong expertise in Windows and Mac OS environments.
• Hands-on experience with Microsoft 365, Active Directory, and basic networking concepts (DNS, DHCP, VPNs).
• Familiarity with ticketing systems like ServiceNow, Zendesk, or similar platforms.
• Exceptional troubleshooting, communication, and customer service abilities.
• Proven ability to multitask and manage priorities effectively in a fast-paced setting.
• Possession of certifications like CompTIA A+, Network+, or Microsoft certifications is a plus.
• Basic networking experience, particularly with Android and Apple devices, Cisco and Citrix technologies, and configuration management, is a significant asset.

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.