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Description Robert Half is searching for a Service Desk Analyst to support a business and legal law firm in Seattle, WA. This Service Desk Analyst will provide on-site and remote support for laptops/desktops/peripherals, and commercial software. This position is Hybrid (3 days on/2 days off) and is a temporary contract (6 months) with the possibility to hire in the end. Apply now! Job Duties:
Respond promptly to incoming tickets, calls, or emails and accurately log all incidents, service requests, and inquiries in the ticketing system.
Prioritize and categorize incidents based on urgency, impact, and predefined criteria, ensuring timely resolution and appropriate escalation when needed.
Maintain professional and courteous communication with users, ensuring a positive customer experience throughout the support process.
Keep users informed about the status of their incidents or service requests, including updates on progress and expected resolution timelines.
Independently perform initial diagnosis, troubleshooting, and resolution of Tier 1 technical issues related to hardware, software, network, and applications.
Contribute to the maintenance and improvement of the knowledge base by documenting resolved issues, troubleshooting steps, and best practices for future reference.
Adhere to established ITIL-based service management processes, including incident, problem, change, and knowledge management.
Monitor and respond timely to support tickets.
Assists with firm operations for technical services with major conferences, hearing, coalition meetings, or A/V studio as requested.
Document, fulfill and route new service requests for equipment, software approvals, or process exceptions.
Document Service Desk ticket tech notes for escalation or resolution of service requests.
Complete PC setup and deployment for new employees using standard hardware, images, and software.
Train new employees on the use of PC and other networked equipment using standard training documents.
Assign users and computers to proper business groups in Active Directory.
Perform timely workstation hardware and software upgrades as requested.
Troubleshoot and resolve hardware, connection, and software issues reported to the Service Desk
Coordinate with authorized vendor for PC hardware repair and maintain hardware assets inventory under direction of the Service Desk Manager.
Monitor and remove virus, spy-ware, and other non-authorized software.
Ensures compliance with company security policies, and other legal and regulatory requirements.
Requirements
3+ years of experience as a Service Desk Analyst
Proficient in Microsoft Products like: Office 365, MFA, MS Intune
Experienced in Active Directory User management
Productive in a Customer-centric environment
Nice to have: Experience in imaging provisioning in cloud & legal industry experience
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.© 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:///www.roberthalf.com/us/en/terms) .
