Job Description
Job Description
As a front-line IT Support Analyst, you’ll handle a steady flow of inbound support requests and help users get back to work quickly. You’ll support mostly Windows-based environments with a small number of Apple devices and gain exposure to a variety of client setups.
Typical technical issues you’ll handle:
• Active Directory password resets and account unlocks
• Office 365 and email account support
• Troubleshooting custom business applications
• Windows 10 and 11 workstation support
• Peripheral troubleshooting including docking stations, monitors, keyboards, and printers
• Diagnosing slow PC performance
• Wireless and VPN connectivity troubleshooting
• Clear, friendly customer support on every interaction
• Documenting and tracking issues
What You’ll Do Day to Day
You’ll be the first point of contact for IT issues. Strong communication and attention to detail are key.
Responsibilities include:
• Answer inbound support calls and troubleshoot basic hardware, software, and network issues
• Monitor incoming tickets and system alerts and respond appropriately
• Accurately document customer interactions, impact, and resolution steps
• Update and manage tickets to meet Service Level Agreements (SLAs)
• Follow established incident, problem, and change management processes
• Identify when issues need to be escalated and route them correctly
• Support incident recovery, performance monitoring, and reporting
Interested candidates should reach out to sally.lander@roberthalf(.com) or 612.249.0254.
• Experience in a technical support or customer-facing support role preferred
• 1+ year of hands-on IT support experience
• Degree, technical training, or IT certifications a plus
• Working knowledge of Windows operating systems and desktop hardware
• Basic understanding of Active Directory, Office 365, and email systems
• Familiarity with ITIL concepts and server hardware is helpful
• Strong customer service mindset and comfort handling frequent phone calls
• Clear written and verbal communication skills
• Self-motivated, team-oriented, and eager to learn