Desktop Analyst

Robert Half - Dublin, OH

Full-time

Dublin, OH

Administrative and Support Services

About the position

The Desktop Analyst role is a long-term contract position based in Dublin, Ohio, focused on providing support in a client-facing environment. The analyst will assist the Client Services team by managing software and hardware issues, overseeing PC deployments, and ensuring high levels of customer satisfaction through effective troubleshooting and communication.

Responsibilities

• Utilize the ServiceNow platform for accurate management of asset records.
• Demonstrate knowledge of client and warehouse hardware, software, operating systems, network configuration, and server interaction for effective troubleshooting.
• Collaborate with end users, technology teams, and vendors to resolve incidents and fulfill requests, demonstrating ability to work independently or as part of a team.
• Install, remove, and configure hardware and software as needed.
• Maintain a high level of customer satisfaction by confidently addressing client issues.
• Prioritize tasks effectively and escalate issues as required.
• Respond to customer needs and provide services as assigned.
• Showcase strong interpersonal skills to manage and deliver exceptional customer service.
• Identify potential solutions to a variety of technical problems and take actions to resolve, applying judgment within defined parameters.

Requirements

• Experience working with vendors to procure and maintain necessary equipment and software.
• Skills in troubleshooting both software and hardware issues on various devices.
• Familiarity with clinical trial operations and the specific IT needs related to this field.
• Understanding of various methods for deploying software and updates across a network.
• Demonstrated ability to collaborate with a team to address larger IT issues.
• Proficiency in multiple operating systems, including Windows, MacOS, and Linux.
• Strong interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Experience with deployments of desktop hardware and software across an organization.
• Understanding of basic principles of computer hardware and how to diagnose and repair related issues.
• Experience with a management system, such as ServiceNow platform, to track and resolve issues.
• Knowledge of PC operating systems including installation, configuration, and troubleshooting.
• Ability to solve technical problems in a timely and effective manner.
• Experience with network configuration and troubleshooting.

Nice-to-haves

• Technical certifications such as CompTIA A+, Network+, or similar are preferred.
• Familiarity with AP Style for any necessary documentation or communication.