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Robert Half Logo Robert Half · IT - Administration

Help Desk/Desktop Support Analyst

United States, Raleigh · Job Posted June 02, 2026
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Job Description

We are looking for a Help Desk/Desktop Support Analyst to support customers in Raleigh, North Carolina through a blend of technical troubleshooting and high-quality service. This Long-term Contract opportunity is well suited for someone with experience assisting users in fast-paced support environments and resolving both hardware and software issues with professionalism and care. The role focuses on delivering responsive support, guiding customers on product use, and working closely with internal partners to improve the overall client experience.

Job Responsibility

  • Provide frontline assistance to customers by diagnosing and resolving issues related to point-of-sale systems, peripherals, desktop hardware, and software applications
  • Manage incoming support requests through phone, ticketing platforms, and collaboration tools while maintaining clear updates and timely follow-through
  • Conduct virtual customer training sessions and webinars that explain product functionality, usage tips, and recommended practices
  • Build and maintain helpful customer resources, including knowledge base content, user guides, FAQ materials, and training documentation
  • Partner with Customer Success, Product, and Development teams to escalate concerns, communicate customer feedback, and support service improvements
  • Monitor unresolved cases to ensure accurate tracking, consistent communication, and successful issue closure
  • Test new product features and releases, then share practical feedback to help strengthen usability and support readiness
  • Maintain strong working knowledge of supported products, service offerings, and relevant industry expectations through ongoing learning

Requirements

  • 3+ years of experience in help desk, desktop support, technical support, customer support, or high-volume call center environments
  • Demonstrated ability to troubleshoot hardware and software issues, including point-of-sale devices, terminals, and related peripherals
  • Strong customer service skills with the ability to communicate clearly, professionally, and empathetically with end users
  • Experience working with ticketing systems and managing multiple inbound support requests in a fast-paced setting
  • Proficiency with common workplace and communication tools such as Microsoft Office 365, Microsoft Teams, and Slack
  • Ability to lead customer education sessions or explain technical concepts in a way that is easy for non-technical users to understand
  • Comfortable collaborating across teams and contributing to process improvements based on recurring support trends

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
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