Help Desk Analyst - Level III

Description Robert Half is currently in search of a dynamic and customer-oriented Help Desk Level 3 Analyst to join our client's IT support team. This role will be responsible for offering top-tier technical assistance to our clients, troubleshooting difficult or escalated technical issues, and ensuring user satisfaction. The desired candidate has a deep understanding of software, hardware, networks, and other technical areas, and the ability to communicate complex technical concepts in an easily understood manner.Key Responsibilities:

Provide third-tier support, diagnosing the toughest of problems and configuring systems.

Manage and prioritize multiple open cases at one time.

Evaluate business requirements to develop and implement IT solutions in a cost-effective way.

Document all pertinent end user identification information, including name, department, contact information, and the nature of the problem or issue as per established procedures.

Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support.

Interact with customers at all levels of the company, resolving IT issues and providing solutions in a timely manner.

Train users and staff on computer systems via presentations and provide written instructions on the usage of computer systems.

Requirements

Proven experience as a help desk technician or other customer support role.

Tech savvy with extensive knowledge of office IT setups and network systems

Degree in Computer Science, Information Systems, or related field is preferred.

Certifications in Microsoft, Cisco, or similar technologies would be an advantage.

Excellent diagnostic and problem-solving skills, ability to manage critical situations with calmness and professionalism.

Excellent oral and verbal communication skills with the ability to explain technical issues to a non-technical audience.

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) .