Help Desk Analyst

Description

We are looking for a dedicated Help Desk Analyst to provide essential technical support to end-users within our organization. This on-site role involves troubleshooting hardware and software issues, managing user accounts in Active Directory, and addressing printer-related concerns. As a Contract position with the potential for long-term growth, this opportunity offers a pathway to a stable role within the company.

Responsibilities:

Manage user accounts in Active Directory, including password resets and access requests.

Troubleshoot and resolve basic Windows operating system issues.

Assist with the installation and configuration of desktops, laptops, and standard software applications.

Diagnose and repair printer-related issues, including hardware and software setups.

Provide support for hardware components such as desktops, peripherals, and other IT equipment.

Utilize Fresh-Service or similar ticketing systems to track and resolve technical issues.

Follow established IT support procedures and maintain accurate documentation of support activities.

Offer excellent customer service while addressing technical concerns from end-users.

Collaborate with team members to identify and implement solutions to recurring technical problems.

Key Responsibilities:

• Provide Tier 1 and Tier 2 support to end-users via phone, email, remote desktop, or in-person.
• Troubleshoot and resolve issues related to Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint, Excel, Word, etc.).
• Administer Microsoft 365 and Azure Active Directory (AAD), including user account provisioning, licensing, password resets, and permissions.
• Escalate complex issues to Tier 3 support or vendors when necessary and follow up to ensure resolution.
• Maintain accurate ticketing records using a helpdesk system (e.g., ServiceNow, Jira, Freshservice).
• Assist with the onboarding and offboarding of employees, including configuring laptops, user profiles, and email accounts.
• Create and maintain user documentation and knowledge base articles.
• Support mobile device configuration and policy compliance (iOS, Android) under Microsoft Intune or MDM solutions.
• Ensure compliance with IT policies and assist in software updates and patch management.
• Participate in system upgrades, deployments, and IT improvement initiatives.

Requirements

Required Qualifications:

• Proven experience in a helpdesk or technical support role.
• Strong knowledge of Microsoft 365 (Exchange Online, SharePoint Online, Teams, OneDrive, Office apps).
• Proficient with Windows 10/11, remote support tools, and ticketing systems.
• Working knowledge of Azure AD, Active Directory, and Group Policy.
• Familiarity with basic networking concepts (DNS, DHCP, VPN).
• Strong problem-solving, communication, and customer service skills.

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 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.

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