Help Desk Analyst II

at Robert Half in Wilmington, Delaware, United States

Job Description


We are offering a contract to hire employment opportunity for a Help Desk Analyst I in Wilmington, Delaware. The role involves providing technical support for computer-related issues, maintaining telecommunications and mobile devices, and ensuring high-quality customer service. This position is crucial within our team, as you will be the first point of contact for resolving customer issues and maintaining the efficiency of our technical systems.


- Provide quality technical support for all computer-related issues, including software, hardware, and network-related problems.

- Maintain Level II telecommunication maintenance and provide comprehensive support for mobile devices.

- Record user-reported issues in the ServiceDesk Plus ticketing system with detailed descriptions, including all troubleshooting steps and resolutions when applicable.

- Perform initial or secondary analysis for hardware, reporting any problems to the appropriate personnel, and maintain appropriate monitoring logs/Service Desk Plus tickets.

- Deliver high-quality customer service, meeting the service level goals, and expectations of the organization.

- Follow-up on open activities and provide regular updates to end-users on work progress.

- Work on physical hardware support, launch, and retrieval.

- Utilize skills in Active Directory, Configuration Management, Deskside Support, Microsoft Office Suites, and ServiceNow Application.

- Ensure that all tasks are performed with a focus on resolution prior to Level III escalation, referring unresolved and/or urgent issues to the appropriate next level support personnel.

Requirements – Proficiency in Active Directory is required.

- Experience with Configuration Management is necessary.

- Knowledge and practical experience in Deskside Support is essential.

- Proficiency in Microsoft Office Suites is a must.

- Familiarity with Servicenow Application is required.

- Must possess excellent problem-solving skills.

- Strong communication and interpersonal skills are necessary.

- Ability to work in a team environment and independently when needed.

- Experience in a customer service role is desirable.

- Demonstrated ability to manage multiple tasks and priorities effectively.

- Bachelor’s degree in Information Technology, Computer Science or related field is preferred.

- Relevant professional certifications are a plus. 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 for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:/// .

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Job Posting: JC259749613

Posted On: May 12, 2024

Updated On: Jun 16, 2024

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