The Desktop Support Analyst is the initial point of contact for client support issues via telephone. Their first objective, once they are of the phone with the client, is to diagnose the issue. The next step is to begin troubleshooting, on an issue they can resolve, or to get the issue into the hands of someone who can resolve that for the client swiftly and efficiently. The Desktop Support Analyst then documents their troubleshooting steps and closes the ticket, sees it through to its resolution.
+ Manages a que of 5-7 tickets in addition to 16-18 incoming calls.
+ Active Directory- Create new users, add users to groups, knowledge of distribution and security groups.
+ File Permissions- Adding, Modifying or Removing.
+ VPN network connectivity troubleshooting and resolution
+ Improves help desk job knowledge by attending training sessions; reading technical publications. Contributes to help desk and organization success by welcoming related, different, and new requests; helping others accomplish job results.
+ Develops user training programs by identifying learning issues; recommending instructional language.
+ High School Diploma
+ Less than one year IT or customer service field
+ Working knowledge of:
+ Microsoft Windows 7 and 10
+ Mac OSx
+ Apple iOS
+ Android OS
+ Microsoft Office 365
+ PCs, Tablets, Laptops, Printers, MFDs, and various user devices
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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.