Description We are looking for a competent Help Desk Analyst II to join our team in Manchester, New Hampshire. This role involves providing high-quality customer service and technical assistance to clients, with a focus on desktop support for various devices and software. You will be responsible for responding to and documenting all inquiries within our Help Desk ticketing system, ensuring a positive user experience with all supported technologies. This position also offers the opportunity to learn other IT disciplines such as Network or System Administration and Application and Database Administration.

Responsibilities include:

• Monitoring and responding promptly and effectively to requests received through the IT helpdesk

• Providing exceptional customer service for all end-user client requests and incidents

• Offering technical support for all Audio/Visual related systems including display devices, projectors, video conferencing and Crestron control systems

• Provisioning user and computer accounts across the enterprise

• Assisting customers with training and connectivity to various AV conferencing solutions like Teams, ZOOM, Webex and other related platforms

• Assisting customers with mobile and desk phone setup and training

• Creating step-by-step training material and process documentation for customers and the IT department

• Documenting internal procedures and maintaining them through the document lifecycle

• Maintaining daily performance and inventory of computer fleet and IT owned assets

• Asking educated questions and listening to customers to determine the root cause of issues

• Working through the problem-solving process with customers, empowering them to do the same in the future

• Reporting and escalating significant and recurring issues and trends

• Collecting feedback to determine patterns and issues so they can be resolved or documented in a knowledgebase for customer troubleshooting

• Staying current with technology trends and changes for the systems and software we support. Requirements • Possess a minimum of three years of experience in a Help Desk Analyst role or similar.

• Excellent customer service skills, with a proven ability to handle customer queries and concerns effectively.

• Proficiency in handling audio video equipment, including projectors.

• Extensive knowledge of video conferencing tools such as Zoom, Microsoft Teams, and WebEx.

• Strong understanding of operating systems, specifically Microsoft Windows 10 and Windows Server 2016.

• Familiarity with Microsoft Office 365 (O 365), with a focus on utilizing it for effective team collaboration.

• Experience with VoIP systems for seamless business communication.

• Expertise in Microsoft software and applications.

• Comptia A+ certification is required for this role.

• Must be able to work collaboratively with a team, demonstrating strong interpersonal skills.

• Ability to troubleshoot technical issues effectively and efficiently.

• Strong problem-solving skills, with a knack for identifying and resolving issues promptly.

• Ability to communicate technical information to non-technical users clearly and concisely. 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 (https://www.roberthalf.com/us/en/mobile-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.

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