Help Desk Analyst

at  Robert Half

100% Onsite in Eden Prairie*
We are in the pursuit of a Help Desk Analyst to be part of our team in the Higher Education industry. This role offers a contract to hire employment opportunity. As a Help Desk Analyst, you will provide technical support to students, staff and faculty, serving as the first point of contact for reported incidents and service requests. You will also provide administrative and operational support to the IT Services department.

• Act as the first point of contact for all users, ensuring technology needs are met accurately, timely, and efficiently.
• Collaborate with other Service Desk members and IT Services staff for information sharing and incident resolution.
• Identify recurring incidents and escalate as needed for review and potential problem management.
• Provide front-line investigation and diagnoses for customer reported issues.
• Log all incident and service request details to permit immediate support by second and third tier technicians.
• Communicate timely and consistent information related to IT services to customers.
• Utilize and develop specialized skills that allow for a high rate of first contact resolution for incidents experienced by customers.
• Assist with the installation, troubleshooting, and preventative maintenance of computer and A/V hardware and software.
• Participate in regular preventative maintenance activities of various computer and A/V equipment.
• Complete assigned project tasks as requested, on time.
• Maintain current technology skills, knowledge and concepts to ensure effective customer support expectations are met.
• Identify and learn appropriate software and hardware used and supported by the organization.