Help Desk Support, Tier II

Description

Help Desk Support, Tier II

On-site | Austin, TX | Contract

We are looking to hire a Tier II Help Desk Support professional to deliver advanced technical assistance for employees across Austin, Texas. This contract position is ideal for someone who can take ownership of escalated support issues, resolve complex endpoint and access-related problems, and maintain a high standard of service in a manufacturing environment. The role combines hands-on troubleshooting with strong communication, documentation, and collaboration across technical teams. You will help keep daily operations running smoothly by improving issue resolution, supporting end users, and contributing to a reliable IT support experience.

Responsibilities:

Act as the next level of support for issues that require deeper technical investigation beyond the initial service desk response.

Diagnose and resolve problems involving desktops, laptops, operating systems, business applications, network connectivity, and user access.

Handle incidents and service requests according to established response targets while balancing urgency, impact, and user needs.

Work closely with engineering teams, senior support resources, and external vendors to drive complex issues through to resolution.

Configure, deploy, and maintain endpoint devices across Windows, macOS, and mobile environments, including remediation of device-related issues.

Support core workplace technologies such as Microsoft 365, identity platforms including Azure AD and Entra ID, and collaboration tools used across the business.

Create and maintain clear support documentation, including ticket updates, solution records, and knowledge articles for recurring issues.

Identify patterns in support demand and recommend practical improvements, process refinements, or automation opportunities to strengthen service delivery.

Assist with user onboarding and offboarding activities, including account access setup, permissions changes, and device preparation.

Provide day-to-day guidance to entry-level support staff and promote adherence to IT security standards, service procedures, and documentation practices.

Requirements

5+ years of experience in IT support, desktop support, or service desk environments, with Tier 2 issue resolution experience.

Strong hands-on troubleshooting ability with Microsoft Windows 10, Microsoft operating systems, and common desktop hardware and software issues.

Experience supporting Active Directory or Azure AD/Entra ID for account access, authentication, and identity-related troubleshooting.

Working knowledge of Microsoft 365 applications and services, including tools used for email, file collaboration, and communication.

Understanding of networking fundamentals, including TCP/IP, wireless connectivity, VPN concepts, and basic connectivity troubleshooting.

Experience managing service desk tickets through their full lifecycle with careful prioritization, documentation, and follow-through.

Strong verbal and written communication skills, with the ability to explain technical issues clearly and deliver a positive user support experience.

Technology Doesn't Change the World, People Do.

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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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