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Robert Half Logo Robert Half · IT - Administration

Help Desk Analyst

United States, Holland Employment contract 17.00 USD / Hour · Job Posted July 03, 2026
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Job Description

We are looking for a Help Desk Analyst to join a customer-focused support team in Holland, Ohio. This long-term contract position is fully onsite and supports a 24/7 operation, with multiple shifts available for professionals who can deliver dependable first-level assistance. The ideal candidate is comfortable handling inbound calls, documenting issues accurately, and responding calmly and efficiently in a fast-moving environment.

Job Responsibility

  • Respond to incoming support calls with professionalism and a strong service mindset while addressing Tier 1 customer needs
  • Review reported issues, assess equipment or system concerns, and identify the appropriate next steps in a timely manner
  • Monitor service tickets, maintain accurate case records, and document troubleshooting activity and customer interactions in detail
  • Escalate incidents to the proper internal teams when resolution requires additional expertise or immediate attention
  • Follow established support procedures to determine when outreach, troubleshooting, or escalation is required
  • Verify that configurations and implemented solutions are functioning correctly before closing or advancing a case
  • Provide overnight ticket monitoring and ensure urgent issues are handled according to defined service protocols
  • Support additional operational tasks as needed to help maintain consistent service coverage and quality

Requirements

  • High school diploma or equivalent required
  • Prior experience in customer service, call center support, or entry-level technical support is preferred
  • Working knowledge of Microsoft Office and familiarity with Windows-based environments, including Windows 10
  • Ability to perform basic troubleshooting and manage service desk tickets with strong attention to detail
  • Strong verbal communication skills and courteous phone etiquette when assisting customers
  • Ability to stay composed in high-pressure situations and make sound decisions with limited supervision
  • Organized work style with the ability to multitask effectively in a fast-paced support setting
  • Familiarity with Active Directory and general technical support practices is a plus

Nice to have

Familiarity with Active Directory and general technical support practices is a plus

What we offer

  • Medical
  • Vision
  • Dental
  • Life and disability insurance
  • 401(k) plan
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