Help Desk Analyst

Posted 5 days ago by Robert Half
Richmond, VA
Application ends: December 29, 2022
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Job Description

Description

Responsibilities:

+ Provide responsive, reliable, and consistent service delivery.

+ Provide IT services that appropriately respond to the time-sensitive needs of customers,

+ Provide prompt referrals and escalations to an appropriate IT support service option.

+ Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.

+ Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases.

+ Alerts management to recurring problems and patterns of problems.

+ Respond to and diagnoses problems through discussion with users.

+ Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.

+ Provide support to end users on a variety of issues related to applications and web applications.

+ Identify, research, and resolve technical problems.

+ Respond to telephone calls, email and personnel requests for technical support.

+ Document, track, and monitor the problem to ensure a timely resolution.

+ Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

+ Simulate or recreate user problems to resolve operating difficulties.

+ Recommend systems modifications to reduce user problems.

Requirements

Required Qualifications:

+ Bachelor’s degree with 2+ years or High School diploma with 5-6 years of relevant experience.

+ Minimum of 2 years of experience working in a help desk environment with ServiceNow tools.

+ Must have great oral and written communication skills.

+ Experience MS Office Suite, including Outlook, Word, Excel, and PowerPoint

+ Ability to effectively work independently and as a member of a team.

+ Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.

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.

© 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/terms-of-use) .