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.
+ 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
+ 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
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