Description We are offering a long term contract employment opportunity for a Help Desk Analyst I in ALLENTOWN, Pennsylvania. In this role, you will be the first contact for users, assisting with a variety of hardware, software, and network issues. You will be responsible for monitoring, troubleshooting, and maintaining infrastructure and applications that support both internal and client business operations. This role requires strong problem-solving skills, technical expertise, attention to detail, and a commitment to delivering exceptional support in a fast-paced environment.

Responsibilities:

• Manage Service Desk escalations through a ticketing system

• Provide both remote and on-site troubleshooting for hardware and software support

• Ensure the accurate documentation of incidents, including detailed steps and resolutions, in the ticket system

• Support the onboarding process through the creation of accounts and configuration of hardware

• Handle a variety of user support issues, ranging from hardware and software to network and account management

• Diagnose and resolve hardware and software problems, referring complex networking problems to appropriate teams

• Provide on-site technical support, which includes the installation and repair of workstations and related software/hardware

• Ensure full connectivity of desktop and other networked peripherals through basic network support

• Travel to client sites as necessary to provide support

• Collaborate with the IT team on special projects and proactively identify opportunities for improvement

• Maintain detailed time tracking for work completed

• Document IT processes, configurations, and troubleshooting steps in a clear and accurate manner

• Provide after-hours support as required, including nights and weekends. Requirements • Proficiency in using and troubleshooting Microsoft Windows 10 is required.

• Familiarity with Windows 11 is necessary.

• Ability to navigate and resolve issues on Apple iOS is essential.

• Must have excellent problem-solving skills and the ability to prioritize tasks.

• Strong customer service skills with the ability to handle user complaints and queries effectively.

• Solid knowledge of IT systems, networks, and related technologies.

• Experience in a help desk or technical support role is preferred.

• Excellent verbal and written communication skills to interact with team members and customers.

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

• Must demonstrate patience and understanding when dealing with non-technical users.

• A degree in Computer Science or a relevant field would be an advantage.

• Certifications like A+, Network+, or similar would be beneficial.

• Must be willing to work in shifts, including evenings and weekends if necessary.

• Ability to maintain confidentiality and handle sensitive information with discretion. 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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