Help Desk Analyst II

at  Robert Half

Robert Half Technology is seeking an experienced IT Support Specialist II to support a client in the videogame industry. The ideal candidate has a strong technical background with a customer-focused approach, adept at resolving issues in a timely manner while maintaining excellent communication skills.
Duration: 6-month contract (with potential to extend to 12 months)
Schedule: Monday-Friday (8-5pm)
Location: 100% onsite in Downtown Bellevue, Washington

Provide comprehensive support through a ticketing system (Jira preferred), addressing issues such as hardware malfunctions, application support, workstation setups, imaging, software issues, triaging, and walk-up support.
Assist in day-to-day troubleshooting for Windows and MacOS environments, Active Directory, Microsoft Office 365, and basic networking tasks.
Collaborate with the team in regular meetings to discuss ongoing technical issues and share updates.
Escalate complex issues to the appropriate support tiers when needed and ensure effective follow-through on all tickets.
Communicate complex technical information in a simplified manner for end users.
Build and maintain strong relationships with both customers and team members, emphasizing empathy and customer service in all interactions.
5+ years of experience in IT support or a related technical support role.
At least a few years in supporting at a Tier II capacity.
Proficiency in Windows and MacOS, Active Directory, and Microsoft Office 365.
Basic networking knowledge and familiarity with ticketing systems (Jira preferred).
Excellent written and verbal communication skills, with a strong ability to translate technical information for non-technical users.
Customer-focused approach with demonstrated empathy and compassion.
Team player who excels at building positive relationships with colleagues and customers alike.