Job Information
Robert Half Help Desk in Okc, Oklahoma
Description
Job Description: Help Desk Analyst Level 1
Position Overview: The Help Desk Analyst Level 1 provides initial technical support to end-users for IT-related issues and requests. This role is essential for ensuring the efficient resolution of technical problems and maintaining high levels of customer satisfaction. The ideal candidate will possess strong technical skills, particularly in Active Directory and network troubleshooting.
Key Responsibilities:
User Support and Incident Management:
Act as the first point of contact for end-users seeking technical assistance via phone, email, chat, or in person.
Log, categorize, prioritize, and track incidents in the ticketing system, ensuring accurate and detailed documentation.
Active Directory Administration:
Manage and maintain Active Directory user accounts, including creating, modifying, and deleting accounts.
Handle group membership assignments, password resets, and account unlocks in compliance with security policies.
Implement and troubleshoot Group Policy Objects (GPOs) to enforce security and configuration settings across the network.
Conduct regular audits of Active Directory to ensure compliance and security.
Technical Troubleshooting and Resolution:
Diagnose and resolve technical issues related to Windows and macOS operating systems, including system crashes, application errors, and performance issues.
Support Microsoft Office 365 applications, including troubleshooting issues with Outlook, Word, Excel, and Teams.
Resolve hardware issues related to desktops, laptops, printers, and peripheral devices.
Troubleshoot and support VPN connectivity, remote access solutions, and multifactor authentication (MFA).
Network Support:
Assist in diagnosing and resolving network connectivity issues, including TCP/IP configuration, DNS resolution, DHCP, and VLANs.
Support wireless network access and troubleshoot issues related to Wi-Fi connectivity.
Conduct initial troubleshooting for network equipment such as switches, routers, and firewalls.
System and Software Maintenance:
Install, configure, and update software applications and operating systems.
Apply security patches and updates to ensure system integrity and compliance.
Perform regular backups and data recovery operations.
Knowledge Management and Documentation:
Create and maintain detailed technical documentation, including standard operating procedures, knowledge base articles, and FAQs.
Stay updated with emerging technologies, tools, and best practices relevant to the help desk environment.
Requirements
Experience and Education:
Previous experience in a help desk or technical support role, with hands-on experience in Active Directory administration.
Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or Cisco Certified Network Associate (CCNA) are highly desirable.
High school diploma or equivalent required; an associate degree in IT, Computer Science, or a related field is preferred.
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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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