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Help Desk/Desktop Support Analyst

https://www.roberthalf.com Logo

Robert Half

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Location:
United States , East Lansing

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Help Desk/Desktop Support Analyst to provide dependable frontline technical assistance for customers experiencing connectivity, device, and service-related issues. This role supports a wide range of equipment and end-user technologies, ensuring problems are assessed efficiently and resolved with a high standard of service. Based in East Lansing, Michigan, the position requires strong troubleshooting discipline, accurate documentation, and timely escalation when advanced support is needed.

Job Responsibility:

  • Diagnose and resolve routine technical problems involving routers, optical network terminals, set-top equipment, wireless networks, and access points
  • Assist users with issues affecting connected home and consumer technology, including smart televisions, streaming hardware, and internet-enabled devices
  • Follow established support workflows, knowledge articles, and diagnostic tools to address common incidents in a consistent manner
  • Escalate more advanced or persistent problems to higher-level support teams, providing thorough notes on findings and actions already completed
  • Create, classify, and maintain service tickets with accurate status updates throughout the support process
  • Record customer communications, troubleshooting activity, and final resolutions to support service continuity and future follow-up
  • Keep account information current while processing activations, service modifications, and other support-related updates

Requirements:

  • Experience working with service desk or help desk ticketing systems in a structured support environment
  • Working knowledge of Microsoft Windows, including Windows 10, in a desktop support or technical assistance capacity
  • Familiarity with Active Directory and basic user or account support tasks
  • Solid foundational troubleshooting skills with the ability to follow defined technical support procedures
  • Strong written documentation skills for capturing issue details, actions taken, and resolution outcomes
  • Ability to organize workload effectively, manage multiple support requests, and maintain accuracy under pressure
What we offer:
  • Medical
  • Vision
  • Dental
  • Life and disability insurance
  • 401(k) plan

Additional Information:

Job Posted:
May 10, 2026

Work Type:
On-site work
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