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Robert Half Logo Robert Half · IT - Administration

Help Desk Analyst

United States, Charlotte · Job Posted June 09, 2026
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Job Description

We are seeking a proactive Help Desk Analyst to serve as the first point of contact for internal users. This role focuses on troubleshooting technical issues, delivering excellent customer service, and helping improve overall support processes. The ideal candidate is hands-on, solution-oriented, and looks for ways to prevent recurring issues—not just resolve tickets.

Job Responsibility

  • Respond to and resolve Level I hardware, software, and connectivity issues
  • Accurately log, prioritize, and manage tickets in the tracking system
  • Troubleshoot using knowledge bases and escalate when needed
  • Monitor open tickets and drive timely resolution
  • Maintain and improve support documentation and FAQs
  • Provide clear, professional support to internal users
  • Gather detailed issue information and ensure full resolution
  • Follow up with users to confirm satisfaction
  • Escalate urgent or high-impact issues appropriately
  • Identify opportunities to improve help desk workflows and efficiency
  • Contribute to updates for documentation and support resources
  • Support a continuous improvement mindset within IT operations

Requirements

  • High School Diploma or equivalent required
  • some college or technical training preferred
  • Customer service, call center, or IT support experience required
  • Familiarity with ticketing systems preferred
  • Strong communication and problem-solving skills
  • Detail-oriented, team-focused, and proactive mindset
  • Drug screen
  • Criminal background check
  • Customer service or support assessment

What we offer

  • Medical, vision, dental, and life and disability insurance
  • 401(k) plan
  • Free online training
  • Access to top jobs
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