Help Desk Analyst (overnight shift)

Project overview

Description

We are looking for a Help Desk Analyst I to work an overnight shift (T, W, TH, Fr 10pm-8:30 am). In this role, you will serve as a first point of contact for technical issues, helping users resolve problems efficiently while maintaining accurate service records. This opportunity is well suited for someone who enjoys troubleshooting, communicates clearly, and can stay organized in a fast-paced support environment.

Responsibilities

Manage incoming support requests and system notifications through the ticketing platform, ensuring timely follow-up and resolution.

Record each customer interaction thoroughly, capturing issue details, business impact, troubleshooting activity, and final outcomes with precision.

Keep service requests current and aligned with established response and resolution timelines.

Apply standard support procedures across incident handling, problem resolution, change activities, and knowledge documentation.

Identify complex or high-impact technical issues early and route them to the appropriate escalation path.

Track service performance and recovery efforts while maintaining accurate operational reporting.

Deliver attentive assistance to customers during standard and after-hours coverage, including possible evening, weekend, or on-call support.

Collaborate effectively with teammates, partner groups, and internal stakeholders to resolve issues and maintain service quality.

Requirements

2+ years of previous experience in a technical support or help desk operations

Experience supporting Windows operating systems, desktop and laptop hardware, Windows Server, and foundational networking concepts.

Basic understanding of Microsoft Office 365 or Exchange, Active Directory, and server hardware support.

Strong written and verbal communication skills in English.

Ability to manage competing priorities, respond quickly to changing situations, and stay detail-oriented under pressure.

Demonstrated willingness to learn new tools and technologies in support of team and client needs.

Keyboarding ability of at least 40 words per minute.

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

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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Job Facts: Contract Independent | Contract W2 | On-site | USD $20.00 - 25.00 per hour

Skills: Performance Management, Project Management, Preventive Maintenance, Organized, Customer Engagement, Incident Management, Problem Solving, Documentation, Recovery, Reporting, Collaboration, Technical Support, Help Desk, Microsoft Windows, Operating Systems, Laptop, Computer Hardware, Microsoft Operating Systems, Microsoft Windows Server, Computer Networking, Microsoft Office, Microsoft Exchange, Active Directory, Server Hardware, Communication, English, Management, Attention To Detail, Finance, Accounting, Marketing, Legal, Customer Support, Online Training, Artificial Intelligence, Insurance, .NET, Privacy

Reference: Dice Id: rhalfint | Position Id: 02310-0013537425

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Project details

• Start: flexible
• Remote: onsite
• Location: Minnetonka, MN, US, US
• Rate: 20-25 EUR/h