Help Desk Technician in Charlotte, North Carolina

Location

Charlotte, North Carolina

Job Type

Full-time

Company

Robert Half

We are seeking a proactive Help Desk Analyst to serve as the first point of contact for internal users. This role focuses on troubleshooting technical issues, delivering excellent customer service, and helping improve overall support processes.The ideal candidate is hands-on, solution-oriented, and looks for ways to prevent recurring issues—not just resolve tickets.Key Responsibilities:Technical SupportRespond to and resolve Level I hardware, software, and connectivity issuesAccurately log, prioritize, and manage tickets in the tracking systemTroubleshoot using knowledge bases and escalate when neededMonitor open tickets and drive timely resolutionMaintain and improve support documentation and FAQsUser Experience & CommunicationProvide clear, professional support to internal usersGather detailed issue information and ensure full resolutionFollow up with users to confirm satisfactionEscalate urgent or high-impact issues appropriatelyProcess ImprovementIdentify opportunities to improve help desk workflows and efficiencyContribute to updates for documentation and support resourcesSupport a continuous improvement mindset within IT operations