What are the responsibilities and job description for the Help Desk Analyst I position at Robert Half?
Job Details
Description
We are a company in the insurance industry, based in Richmond, Virginia, and we're seeking a Help Desk Analyst I to become a part of our team. In this role, you'll be providing essential support to end users on a variety of technical issues and problems related to hardware, software, and peripherals. This role offers a contract to permanent employment opportunity.
Responsibilities:
Serve as the main point of contact for end users, both at our facilities and those working remotely, offering support with a focus on customer satisfaction.
Assess and identify the users and systems affected by incoming requests for assistance.
Manage the prioritization of service tickets, adjusting as necessary to meet fluctuating demands.
Aim to meet service level agreement (SLA) goals for service tickets and requests.
Take responsibility for resolving tickets, seeking help from team members when necessary, and escalating issues as appropriate.
Keep stakeholders updated about the status of open incidents and follow up once the issue has been resolved.
Record each trouble ticket accurately, contributing to the development of an internal knowledge base for future reference.
Work with internal and external resources to resolve an incident promptly.
Push for quick issue resolution by escalating problems and finding solutions swiftly.
Use your skills in Microsoft Office 365 and Mimecast to provide excellent customer support and troubleshoot issues.
Develop and manage laptop images, ensuring all necessary software is installed and updated.
Apply your expertise to troubleshoot hardware, software, and peripheral issues, providing clear and concise instructions for remote troubleshooting.
Requirements
Minimum of two years of experience in a Help Desk Analyst role or similar IT support role
Proficiency in using Microsoft Office 365 suite, including Word, Excel, PowerPoint, and Outlook
Experience with Mimecast for email security and archiving
Knowledge of laptop imaging processes and techniques
Familiarity with the insurance industry is a plus
Excellent problem-solving skills and ability to troubleshoot technical issues
Strong communication skills, both verbal and written, to effectively assist and guide users
Ability to work in a team and collaborate effectively with other IT professionals
Willingness to keep up-to-date with the latest technologies and IT industry trends
Ability to manage multiple tasks and prioritize effectively
High degree of patience and ability to work well under pressure.
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.
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.
We are a company in the insurance industry, based in Richmond, Virginia, and we're seeking a Help Desk Analyst I to become a part of our team. In this role, you'll be providing essential support to end users on a variety of technical issues and problems related to hardware, software, and peripherals. This role offers a contract to permanent employment opportunity.
Responsibilities:
Serve as the main point of contact for end users, both at our facilities and those working remotely, offering support with a focus on customer satisfaction.
Assess and identify the users and systems affected by incoming requests for assistance.
Manage the prioritization of service tickets, adjusting as necessary to meet fluctuating demands.
Aim to meet service level agreement (SLA) goals for service tickets and requests.
Take responsibility for resolving tickets, seeking help from team members when necessary, and escalating issues as appropriate.
Keep stakeholders updated about the status of open incidents and follow up once the issue has been resolved.
Record each trouble ticket accurately, contributing to the development of an internal knowledge base for future reference.
Work with internal and external resources to resolve an incident promptly.
Push for quick issue resolution by escalating problems and finding solutions swiftly.
Use your skills in Microsoft Office 365 and Mimecast to provide excellent customer support and troubleshoot issues.
Develop and manage laptop images, ensuring all necessary software is installed and updated.
Apply your expertise to troubleshoot hardware, software, and peripheral issues, providing clear and concise instructions for remote troubleshooting.
Requirements
Minimum of two years of experience in a Help Desk Analyst role or similar IT support role
Proficiency in using Microsoft Office 365 suite, including Word, Excel, PowerPoint, and Outlook
Experience with Mimecast for email security and archiving
Knowledge of laptop imaging processes and techniques
Familiarity with the insurance industry is a plus
Excellent problem-solving skills and ability to troubleshoot technical issues
Strong communication skills, both verbal and written, to effectively assist and guide users
Ability to work in a team and collaborate effectively with other IT professionals
Willingness to keep up-to-date with the latest technologies and IT industry trends
Ability to manage multiple tasks and prioritize effectively
High degree of patience and ability to work well under pressure.
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.
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
