Help Desk/Desktop Support Analyst

• Manage support cases from initial intake through final resolution, documenting diagnostics, actions taken, and outcomes in the ticketing system.
• Deliver end-user assistance for Windows and Mac devices, business applications, basic network connectivity, and audiovisual meeting technology.
• Maintain timely communication with users through appropriate support channels and provide updates that set clear expectations throughout the resolution process.
• Administer user access and account-related tasks within Active Directory and Microsoft 365, including routine support and issue remediation.
• Coordinate with network and other IT teams to investigate and resolve telecom or connectivity problems that require broader technical involvement.
• Track and oversee IT equipment through its lifecycle, including inventory control, device preparation, deployment, recovery, and retirement.
• Create and refine support documentation, standard operating procedures, and knowledge base content to improve consistency and team efficiency.
• Follow established service standards, productivity targets, and security requirements while safeguarding company and client information assets.
• Provide escalated assistance and occasional after-hours support when business needs require additional coverage. Requirements - Hands-on experience supporting desktop and end-user environments in a help desk or desktop support capacity.

• Working knowledge of Microsoft Windows 10 and general Microsoft Windows troubleshooting practices.
• Familiarity with Active Directory administration, including common account and access support tasks.
• Experience using service desk or ticketing platforms to log work, track progress, and close requests accurately.
• Ability to perform basic troubleshooting across hardware, software, user accounts, and connectivity issues.
• Strong customer service skills with the ability to communicate clearly and professionally with technical and non-technical users.
• Comfortable following standardized processes, meeting performance expectations, and maintaining detailed support documentation. Technology Doesn’t Change the World, People Do., 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 roberthalf.gobenefits.net for more information.

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