Help Desk Analyst

Posted 3 weeks ago by Robert Half
Raleigh, NC
Application ends: March 1, 2023
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Job Description


Robert Half has a client currently hiring Help Desk Analysts! This is a contract to full-time role based out of the Raleigh, North Carolina area.

Daily Life

+ Working under the general supervision of the Service Desk Manager, the Service Desk I will provide IT assistance to troubleshoot/handle support calls regarding Desktops, Laptops, Printers, Phones, Mobile Devices, E-Mail, Password Resets, Supplier Connect, etc. Leveraging defined knowledge articles

+ Candidate will demonstrate the ability to empathize, problem-solve, communicate effectively, and provide exemplary customer experience to the end user

+ Responds to a variety of reported inputs including, phone, web, email, system-generated messages, monitoring tools

+ Provides technical and procedural advice, assistance, support, and incident/request resolution to the full complement of client systems, hardware, and software

+ Resolution is delivered via phone, email, or remote assistance

+ Applies troubleshooting techniques and technical knowledge to identify the incident severity and the required resolution process

+ Documents customer interactions into ServiceNow and/or the Knowledge Base System

+ Research problems that do not have a documented solution and formulate a resolution

+ Reviews daily ticket flow to make sure all issues are properly researched, updated, resolved, or escalated

+ Reviews and updates knowledge articles to assist with the troubleshooting and resolution of technical problems

+ Applies diagnostic techniques to identify problems; investigate causes and recommend solutions

+ Provides end-user software troubleshooting and support

+ Installs; configures and upgrades computer hardware/software

+ Maintains current knowledge of relevant technologies, processes, and procedures as assigned


Must Haves

+ 1-2 Years in a Windows Environment

+ Experience supporting and administering Office 365

+ Active Directory experience

+ Strong Hardware and software troubleshooting skills

+ Able to work with minimal supervision

+ Associates/Bachelor’s Degree or Industry Certifications

+ Knowledge of Microsoft Windows XP/10, Microsoft Office, Microsoft Exchange, PC Hardware/Software

+ Solid technical aptitude

+ Previous experience supporting help desk operations

+ Comprehensive knowledge of desktop operating systems and applications

+ Comprehensive knowledge of the principles; methods and techniques used in computer troubleshooting and support

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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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 for more information.

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