Description Position Overview: A Helpdesk Analyst (Tier One) is the first point of contact for users experiencing technical issues. They provide frontline support by troubleshooting and resolving basic IT-related problems or escalating more complex issues to higher support levels. Key Responsibilities: + Serve as the initial point of contact for IT support via phone, email, chat, or ticketing system. + Diagnose and troubleshoot basic technical issues related to hardware, software, networks, and applications. + Provide step-by-step guidance to end-users to resolve common IT problems. + Log all incidents and service requests in the ticketing system, ensuring accurate documentation. + Escalate unresolved issues to Tier Two or specialized IT teams when necessary. + Assist with password resets, account unlocks, and access permissions. + Follow up with users to ensure issue resolution and maintain customer satisfaction. + Maintain knowledge base articles and contribute to IT documentation. + Adhere to company policies and service level agreements (SLAs) for response and resolution times. Requirements Required Skills & Qualifications: + Basic understanding of Windows/macOS operating systems and common software applications. + Familiarity with IT troubleshooting techniques (network connectivity, printer issues, software installations, etc.). + Strong customer service and communication skills. + Ability to multitask and work efficiently in a fast-paced environment. + Experience with ticketing systems (e.g., ServiceNow, Zendesk, or similar) is a plus. + Knowledge of Active Directory, Microsoft Office 365, and remote desktop support is beneficial. + Certification (e.g., CompTIA A+, ITIL Foundation) is a plus but not required. 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. © 2025 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) .