What are the responsibilities and job description for the Help Desk Analyst position at Robert Half?
We are in search of a Help Desk Analyst to join our team in the legal industry, located in Pittsburgh, Pennsylvania. This role involves providing technical support as part of our IT Technical Support Team, serving as the first point of contact for all user support requests. Your responsibilities will include managing time, tickets, and workload under the direction of leadership, documenting request status and resolution activities, and providing exceptional support in person, via Teams/phone, and email as appropriate.Responsibilities • Serve as the initial point of contact for all user support requests, both on-site and remote.• Handle complex technical issues related to software, hardware, peripheral devices, servers, networks, and other applications.• Respond to all technical inquiries using diagnostic tools and a fundamental understanding of systems and applications.• Communicate with employees or other stakeholders regarding the status of the problem until it is resolved.• Escalate unresolved or complex issues to other members of the IT Team.• Conduct proactive research on products for new releases, updates, and accurate technical information to identify innovative solutions that increase service and efficiencies.• Prepare, maintain, and update documentation relating to technical configurations.• Create and maintain How-To and Knowledge Base articles for both the internal IT team and employees.• Manage special projects as requested and perform tasks related to the completion of those projects.• Provide on-call rotation to support after normal business hours.
Salary : $70,000 - $90,000
