What are the responsibilities and job description for the Help Desk Analyst I position at Robert Half?
Job Details
Description
We are in the process of recruiting a Help Desk Analyst I in the insurance industry. This role is based in Richmond, Virginia, 23235, United States and offers a contract to permanent employment opportunity. As a Help Desk Analyst I, you'll be a first-line responder, tackling various technical issues related to hardware, software, and peripherals. You'll also manage and document service tickets, ensuring prompt resolution in line with service level agreements (SLAs).
Responsibilities:
Act as the first point of contact for end users across all company facilities, maintaining a customer-centric approach to ensure user satisfaction.
Handle incoming requests for assistance, identifying affected users and systems.
Prioritize and adjust service tickets for resolution as necessary.
Strive to meet SLA objectives for service tickets and requests.
Resolve tickets, seeking help from other team members or escalating issues as appropriate.
Communicate openly about the status of open incidents and follow-ups, once issues are resolved.
Document each trouble ticket accurately for future reference and to build an internal knowledge base.
Coordinate with internal and/or external resources to resolve an incident.
Act as a representative to escalate issues and find solutions promptly.
Work with vendors to ensure mission success and quality product and service delivery.
Requirements
Holding a Bachelor's Degree in Computer Science, Information Technology, or a related field.
At least 2 years of relevant experience in an IT support role, preferably within the insurance industry.
Proficiency in using and troubleshooting Microsoft Office 365, including Word, Excel, PowerPoint, and Outlook.
Proven experience in providing first-level contact and problem resolution for all users with hardware, software, and applications problems.
Comprehensive understanding of computer systems, mobile devices, and other tech products.
Capability to diagnose and resolve basic technical issues.
Excellent problem-solving and communication skills.
Ability to provide step-by-step technical help, both written and verbal.
Familiarity with ITIL and industry best practices would be beneficial.
Ability to work in a high-energy environment and manage multiple tasks simultaneously.
Strong customer service orientation with a focus on collaboration and flexibility when working with team members and end-users.
Completion of relevant certifications such as CompTIA A would be considered a plus.
Willingness to participate in ongoing detail oriented development to stay updated with the latest advancements and best practices in IT support.
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 in the process of recruiting a Help Desk Analyst I in the insurance industry. This role is based in Richmond, Virginia, 23235, United States and offers a contract to permanent employment opportunity. As a Help Desk Analyst I, you'll be a first-line responder, tackling various technical issues related to hardware, software, and peripherals. You'll also manage and document service tickets, ensuring prompt resolution in line with service level agreements (SLAs).
Responsibilities:
Act as the first point of contact for end users across all company facilities, maintaining a customer-centric approach to ensure user satisfaction.
Handle incoming requests for assistance, identifying affected users and systems.
Prioritize and adjust service tickets for resolution as necessary.
Strive to meet SLA objectives for service tickets and requests.
Resolve tickets, seeking help from other team members or escalating issues as appropriate.
Communicate openly about the status of open incidents and follow-ups, once issues are resolved.
Document each trouble ticket accurately for future reference and to build an internal knowledge base.
Coordinate with internal and/or external resources to resolve an incident.
Act as a representative to escalate issues and find solutions promptly.
Work with vendors to ensure mission success and quality product and service delivery.
Requirements
Holding a Bachelor's Degree in Computer Science, Information Technology, or a related field.
At least 2 years of relevant experience in an IT support role, preferably within the insurance industry.
Proficiency in using and troubleshooting Microsoft Office 365, including Word, Excel, PowerPoint, and Outlook.
Proven experience in providing first-level contact and problem resolution for all users with hardware, software, and applications problems.
Comprehensive understanding of computer systems, mobile devices, and other tech products.
Capability to diagnose and resolve basic technical issues.
Excellent problem-solving and communication skills.
Ability to provide step-by-step technical help, both written and verbal.
Familiarity with ITIL and industry best practices would be beneficial.
Ability to work in a high-energy environment and manage multiple tasks simultaneously.
Strong customer service orientation with a focus on collaboration and flexibility when working with team members and end-users.
Completion of relevant certifications such as CompTIA A would be considered a plus.
Willingness to participate in ongoing detail oriented development to stay updated with the latest advancements and best practices in IT support.
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.
