Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to provide frontline technical assistance for customers and end users in East Lansing, Michigan. This role focuses on diagnosing routine connectivity, device, and service issues while delivering clear, detail-oriented support across a range of technologies. The ideal candidate is organized, customer-focused, and comfortable documenting work thoroughly to ensure seamless follow-up and resolution.

Responsibilities:
Provide first-level support for common technical problems affecting routers, optical network terminals, set-top equipment, wireless connections, and consumer smart devices.
Follow established diagnostic processes and support resources to identify causes, restore service, and guide users through practical solutions.
Route more advanced or persistent incidents to higher-level support teams, ensuring each escalation includes a complete summary of findings and actions already performed.
Create and maintain detailed service tickets by recording issue type, status updates, troubleshooting activity, and final outcomes in the tracking system.
Capture customer interactions accurately to support continuity of service and enable efficient handoffs between support teams.
Update account information during activations, service modifications, and other support-related requests while maintaining accurate records.
Assist users with Microsoft Windows environments and desktop-related issues as part of day-to-day help desk operations.

Requirements

Experience supporting users in a help desk, desktop support, or service desk environment.
Working knowledge of Microsoft Windows, including Windows 10, and common desktop support practices.
Familiarity with Active Directory for basic user account and access-related tasks.
Ability to troubleshoot routine hardware, software, connectivity, and end-user device issues in a structured manner.
Experience working with ticketing systems and maintaining accurate service documentation.
Strong written and verbal communication skills with the ability to explain technical steps clearly to users.
Ability to prioritize multiple support requests and escalate issues appropriately when needed.

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.

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