Help Desk Analyst

Description We are offering a position in the service industry based in Middleton, Wisconsin, United States, for a Help Desk Analyst. The role involves providing assistance to internal staff members through level 1 support and escalating tickets when necessary. This role is a contract position that offers the opportunity to work in a team of 35 members, largely focusing on phone support for end users and maintaining up-to-date knowledge on ongoing issues and major incidents.

Responsibilities

• Provide daily phone support to end users, addressing and resolving level 1 issues they are experiencing.

• Log and escalate tickets to the appropriate teams when necessary.

• Maintain a reliable workspace at home, ensuring privacy and uninterrupted internet connection for smooth operation.

• Utilize tools such as Teams, Outlook, and ServiceNow to keep track of and resolve issues.

• Collaborate with team members on resolving complex technical issues.

• Offer guidance to team members on career planning and future goals.

• Show commitment to customer service by staying on call until issues are fully resolved, even beyond shift hours.

• Maintain and update knowledge on ongoing technical issues, major incidents, and trends.

• Demonstrate technical aptitude by knowing when to pass on the ticket to others.

• Utilize knowledge of ServiceNow, Salesforce, and other systems effectively while listening to customer issues. Requirements - Minimum of 2 years of experience in a Help Desk Analyst role or a similar position

• Proficiency in Deskside Support and Desktop Hardware

• Demonstrated experience with MS Office 365

• Knowledge of VMware and ability to provide technical support

• Experience in managing Service Desk Tickets

• Familiarity with Active Directory

• Excellent problem-solving skills and ability to handle high-stress situations

• Strong interpersonal skills to interact with team members and customers

• Ability to work independently and as part of a team

• Excellent written and verbal communication skills

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred

• Willingness to participate in continuous learning and professional development. 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 works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (~~~) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit ~~~ for more information.

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