Help Desk Analyst

Help Desk Technician

Robert Half is seeking a dependable and customer-focused Help Desk Technician to join our client's IT team. This role is vital for ensuring that end-users experience minimal disruptions while using technology tools to perform their responsibilities, in the Convent, Louisiana area. The ideal candidate will provide prompt, effective support for common technical issues, assist both in-person and via ServiceNow ticketing, and serve as a trusted resource for troubleshooting hardware and software.

Key Responsibilities:

• Respond to and resolve help desk inquiries related to password resets, hardware issues, cell phone support, printers, keyboards, and other peripherals.
• Diagnose, troubleshoot, and repair technical problems, with a focus on providing support for employees who approach the service desk directly.
• Use ServiceNow, the client's designated ticketing system, to track, manage, and document support requests efficiently.
• Provide guidance and issue resolution for mobile devices, particularly with Microsoft Intune for cell phone support.
• Configure, maintain, and repair IT equipment, including computers, printers, and other hardware.
• Ensure adherence to internal IT policies, procedures, and service level agreements (SLAs).
• Assist users with basic questions to reduce repetitive inquiries and streamline workflows.

Required Skills and Qualifications:

• Familiarity with basic IT troubleshooting, including resetting passwords, addressing hardware issues, and supporting peripherals like printers and keyboards.
• Understanding of ServiceNow or similar ticketing systems used for IT incident tracking and resolution.
• Knowledge of mobile device management tools, specifically Microsoft Intune, is preferred.
• Strong interpersonal skills, with the ability to communicate technical solutions to non-technical users.
• Proven ability to manage multiple inquiries and prioritize effectively when working in a high-traffic environment.
• High attention to detail and a customer-first mindset.

Preferred Qualifications:

• Associate degree or technical certifications in IT (e.g., CompTIA A+, ITIL).
• 1-2 years of experience working in a help desk technician or similar role.
• Experience with password management and hardware troubleshooting.

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.