Help Desk Analyst

Posted 1 week ago by Robert Half
Branchburg, NJ
Application ends: December 29, 2022
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Job Description

Description The IT Support Associate will support Company employees by providing prompt support to troubleshoot and resolve day-to-day technology issues of our customers, including but not limited to desktop applications, custom applications, and computer hardware

He or she will be responsible for team members’ computer and account management provisioning and de-provisioning as well as inventory management of equipment Installation, configuration, and support of network resources including printers, VOIP phone system and other peripheral devices among many other tasks will be a part of daily duties

He or she will update and maintain the status of tickets within ServiceNow incident and problem management system

The IT Support Associate will work on all aspects of problem resolution for employees. this includes but is not limited to driving the resolution from IT Support teams, cross-functional organizations, and external vendors

Using their expertise, he/she will identify opportunities for continuous process improvements and if needed, partner with other Company technology teams to design, plan and implement a resolution

Provide routine support for end user with IT-related issues in a timely and detail oriented manner

Follows standard help desk operating procedures to accurately log all requests using established request tracking software

Answers, evaluates and prioritizes incoming ticket requests for IT service in a detail oriented, courteous manner

Set up and configure new computers

Install application software

Set up/remove user accounts on system. Track and update IT inventory

Resolves routine hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues

Performs first-line support and customer service with internal employees and external partners to resolve problems and to maintain high level of customer satisfaction

Interfaces with department peers, internal employees, and external partners to escalate problems, issues, and communications appropriately

Ensures that all problems are logged, resolved or assigned for resolution, prioritized and tracked, and communicated appropriately

Qualifications 3 years or more IT Experience or knowledge Clearly and effectively communicate with customers both in writing and verbally Work additional hours per business needs Expert knowledge of operating systems (Win 7, Win 10) support and operations, Microsoft desktop applications, hardware, and peripherals Strong knowledge of supporting both Windows desktops laptops, Virtual Desktop Infrastructure (VDI), Apple products like Mac, iPhone and iPad as well as Android based mobile devices Strong understanding of Windows infrastructure and networking technologies Excellent understanding of both hardware and software systems Cisco VOIP phone system Requirements VoIP System experience highly desired

ServiceNow Platform experience

Microsoft Windows 10 experience preferred

Strong familiarity with Application Software

Active Directory experience

Background in installing and configuring operating systems, networked and local printers, and business applications

Prior experience with IT support ticketing systems

Excellent problem-solving skills

Firm grasp of basic networking concepts

2+ years of prior experience

Demonstrated knowledge of user administration and bug fixing in a client server environment

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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