Description We are offering a long term contract employment opportunity in the IT industry for a Service Desk Analyst role based in Woodbury, New York. As a Service Desk Analyst, you'll be the first point of contact for internal customers, providing prompt, accurate, and courteous support. You'll utilize your technical troubleshooting skills to solve incidents, requests, and problems, in addition to answering phone calls, voicemails, and responding to emails. You'll also be expected to conduct online chat and face-to-face desk-side support, all while maintaining a work environment focused on continuously improving the overall success of the department.

Responsibilities

• Provide clear, accurate, and prompt support to internal customers, effectively troubleshooting and resolving technical issues

• Utilize a service management system to record every interaction with a customer

• Prioritize, evaluate, resolve, and escalate calls as required, providing appropriately detailed and timely follow-up support with customers

• Submit accurate and well-documented solutions consistently for inclusion in the knowledge base

• Instruct customers in the use of hardware, software, and manuals, configuring and distributing hardware and software to customers in a timely manner

• Install hardware and peripheral components such as monitors, keyboards, printers, and disk drives on customers’ machines

• Load specified software packages such as operating systems, word processing, and all proprietary software programs into personal computers

• Configure and troubleshoot network hardware and communication equipment, operating systems, and personal computers

• Interact with Active Directory for Moves, Adds, and Changes, and maintain VDI pools while troubleshooting issues with VDI

• Enter commands and observe system functions to verify correct system operation, recommending or performing minor remedial actions to correct problems identified

• Monitor new technologies and/or updates required to support the various systems currently in operation

• Self-assign and monitor progress of work, reporting progress to the Service Desk Manager on a regular basis

• Be on call for after-hours coverage as listed on a rotation schedule or as needed, while maintaining medical confidentiality

• Carry out miscellaneous duties as assigned as assigned by management. Requirements • Demonstrable experience in a customer service role, preferably within an IT setting.

• Excellent communication skills, both written and verbal, for clear and efficient correspondence.

• Proficiency in documentation and reporting, ensuring all records are up-to-date and accurate.

• Experience in handling and answering inbound calls in a detail oriented manner.

• Understanding of quality standards and ability to maintain high service levels.

• Proficient in managing email correspondence and other forms of digital communication.

• Familiarity with medical coverage policies, as it pertains to the role.

• Ability to troubleshoot various technical issues, identifying problems and implementing solutions.

• Proven track record of driving progress in a fast-paced environment.

• Extensive knowledge of Active Directory and other network systems.

• Experience in deskside support, providing assistance and guidance to users.

• Familiarity with monitoring tools and software for efficient system management.

• Understanding of conductivity principles and their application in IT infrastructure.

• Strict adherence to confidentiality protocols, safeguarding sensitive information.

• Basic understanding of machinery and component selection, as it relates to IT systems.

• Proficient in operating systems, including Windows, Mac, and Linux.

• Ability to diagnose and resolve technical issues swiftly and effectively.

• Strong computer skills, including proficiency in word processing and spreadsheet software.

• Understanding of computer hardware, peripheral equipment, and how to troubleshoot related issues.

• Experience in a service desk role, with proven ability to provide excellent customer service.

• Knowledge of printer hardware, including maintenance and troubleshooting. 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.

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