Help Desk Analyst

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Help Desk Analyst, Strongsville, IL


Kelly Services is seeking a Help Desk Analyst, highly desired English and Spanish preferred, but not required for one of our top clients in Strongsville, OH.


Length: 01/13/2020 to 01/11/2021 (Contract W2)

Pay Rate: $17.00/hr. (W2)


The function of the Help Desk Analyst is to assist Refinish customers with support for company proprietary software, Microsoft Windows operating system software, computer hardware, computer peripherals and basic computer networking. Customer Support is accomplished primarily by staffing and answering phone calls which involves remote support tools allowing connection into customer computers. Calls are to be handled in a timely fashion and escalated as needed for a suitable resolution. Additional mission related responsibilities will be assigned as required.




  • Provide phone support up to 20 calls a day, but not limited to that number
  • Master company proprietary software, computer peripherals and support multiple computer hardware platforms
  • Respond to customers regarding the company or company vendor equipment policies
  • Maintain, create and improve knowledge base data for essential business technologies.
  • Take ownership of issues and follow through to completion with minimal, or no, supervision
  • Multitask effectively during extremely busy times and prioritize to achieve the maximum results
  • Physically possess the ability to lift up to 40 pounds
  • Assist with special projects or other department related tasks as assigned
  • Strive for first-call resolution
  • Works well in a team environment



  • A Bachelor’s Degree in Business, Management Information or Computer Science is preferred; or equivalent work experience
  • Microsoft Certification for Windows 10 Operating System a very strong plus
  • CompTIA A+ and, or, Network+ highly desirable but not required
  • 2-4 years’ experience using Microsoft Office Suite of products, especially knowledgeable of Outlook, Excel and Word
  • Working knowledge of computers, operating systems and computer networking support
  • Effective analytical abilities and technical skills to isolate problems, fix immediate needs and offer long term solutions based on root cause analysis
  • Excellent organizational skills
  • Experience providing telephone-based customer service
  • Proven ability to handle customers and manage customer calls
  • Open-mindedness when handling customer and uncovering issues
  • Self-awareness to know when to seek assistance regarding a customer issue
  • Superb attention to detail
  • Strong team player but also can work independently
  • Ongoing desire to learn and grow
  • Excellent communicator both written and spoken
  • Ability to work with minimal or no supervision
  • Typing at 30 WPM or 100 CPM or at a reasonable level to record call documentation
  • Steel toed shoes must be worn when engaged around the work-benches.
  • Dress code is business casual. Generally, clothing that is neat and professional is acceptable. Items such as cotton shirts (with collars), sweaters, khaki pants, Capri pants and other such casual slacks are acceptable.


Success Factors:

  • Plan and Organize, Take Responsibility, Build Strong Working Relationships, Communicate and Share Information, Demonstrate Openness and Flexibility; Manage Complexity, Size Up Situations, Functional Expertise and Product & Service Knowledge.


Apply Today!


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Why Kelly®?

As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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