Description We are offering a contract to hire employment opportunity for a Help Desk Analyst in Houston, Texas. The professional will be a crucial part of our team, focusing on tier 1 helpdesk support in a mostly on-site setting with some flexibility for remote work. This role is within the IT industry, and the individual will be expected to handle tasks in a timely and efficient manner.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal teams

• Identify and suggest possible improvements on procedures

• Utilize excellent customer service skills and exceed customers’ expectations

• Ensure proper recording, documentation and closure of all issues

• Adhere to standard operating procedures for accurate logging of all incidents

• Manage all incidents and requests from customers, identify and classify the type of incident and prioritize them as per the agreed service level agreement.

• Provide basic troubleshooting, configuration support, and isolate network issues to resolve customer incidents and tasks. Requirements • Possession of strong technical skills with proficiency in Active Directory and Computer Hardware.

• Demonstrated experience in Configuration Management.

• Knowledge and experience with Basic Network Troubleshooting.

• Familiarity with Basic Troubleshooting techniques.

• Experience with Hardware Troubleshooting, ideally in a professional setting.

• Proficiency in Cloud Administration.

• Excellent communication and interpersonal skills.

• Ability to work effectively in a team environment.

• Proactive approach to problem-solving.

• Ability to prioritize tasks and manage time effectively.

• High level of attention to detail.

• Willingness to continuously update skills and knowledge as required by the role. 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 (https://www.roberthalf.com/us/en/mobile-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 roberthalf.gobenefits.net for more information.

© 2024 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/us/en/terms) .