Help Desk Analyst

We are looking for a Help Desk Analyst to support end users by resolving everyday technical issues and delivering dependable service in Lowell, Massachusetts. This Long-term Contract position is ideal for someone who enjoys solving problems, communicating clearly, and helping users stay productive. The role offers an opportunity to work with a range of hardware, software, and basic network concerns while contributing to a responsive support environment.

Responsibilities:
• Respond to user support requests involving computers, applications, and network connectivity, and work toward timely resolution.
• Investigate technical problems by gathering details from users, asking targeted questions, and using available resources to identify root causes.
• Walk users through solutions in a clear, thorough manner so they can understand next steps and restore functionality quickly.
• Record incidents, troubleshooting steps, and final outcomes accurately within the ticketing system for tracking and follow-up.
• Route more advanced or unresolved issues to higher-level technical staff when additional expertise is required.
• Build and maintain working knowledge of supported systems, tools, and internal support practices to improve service quality.
• Stay current with evolving technologies and apply new knowledge to day-to-day troubleshooting and user assistance.

Qualifications:

• At least 1 year of experience in technical support, help desk operations, or a similar IT-focused role.
• Practical knowledge of computer hardware, common software applications, and basic network troubleshooting concepts.
• Familiarity with using a ticketing system to log, manage, and update support requests.
• Strong analytical thinking and the ability to resolve technical issues efficiently and methodically.
• Excellent written and verbal communication skills with a user-focused, detail-oriented approach.
• Ability to manage competing priorities and work independently in a fast-paced support setting.
• Commitment to delivering high-quality customer service and a positive end-user experience.

Compensation

$30.00-$32.00 Hourly

About Us

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.

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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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