What are the responsibilities and job description for the Help Desk/Desktop Support Analyst position at Jobs via Dice?
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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.
Responsibilities:
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.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use and Privacy Notice.
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.
Responsibilities:
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.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use and Privacy Notice.