Help Desk Analyst

Description

We are offering an opportunity for a Help Desk Analyst to join our team based in Addison, Texas. This role falls within the industry of application administration and application support, focusing on providing technical assistance to our client base via telephone and email. The selected candidate will be tasked with managing a variety of assignments throughout the client's engagement life-cycle, including implementations, post go-live, and after-hours technical support.

Responsibilities:

Handle client inquiries and concerns through a ticketing system from initiation to resolution
Adhere to established policies and procedures to provide optimal client assistance
Deliver clear and concise communications, both verbally and written, to clients
Diagnose and resolve cases by researching solutions and providing education as well as issue resolution
Maintain detailed records on client work, including communication transactions, problems, remedial actions taken, and issue resolution
Assist in the creation of Knowledge Base Articles for the support team
Identify potential issues with systems and present opportunities for improvement or billable work
Set realistic expectations with clients regarding timeline and budget for issue resolution
Learn and understand various logs and interfaces, including Capture Console and Network logs, Webserver Logs, DTU Logs, PPE Logs, Gateway Logs, Nexi, Surescripts and Envi website
Provide technical assistance and support to a group of remotely based clients

Requirements

Demonstrated experience in Application Administration and Application Support
Strong problem-solving skills and ability to troubleshoot technical issues
Excellent interpersonal and communication skills for liaising with staff and clients
Adept at managing multiple tasks simultaneously and meeting deadlines
Strong knowledge of Microsoft Office Suite and other relevant software
Experience in documenting procedures for IT related tasks
Ability to provide step-by-step technical help, both written and verbal
Familiarity with remote desktop applications and help desk software
Strong customer service skills, with a focus on interaction quality and customer satisfaction
Willingness to keep up-to-date with advancements in technology and integrate them into the work environment
Ability to work in a team-oriented, collaborative environment.

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 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.