L2 IT Helpdesk Engineer

Description

We are looking for an experienced L2 IT Helpdesk Engineer to provide advanced technical support for users and client environments in New York, New York. This role focuses on resolving complex issues across desktops, networks, cloud services, and endpoint platforms while ensuring a high standard of service. The ideal candidate is comfortable balancing hands-on troubleshooting, documentation, and collaboration with both entry-level support staff and senior engineering teams.

Responsibilities:
Act as the main point of escalation for issues that move beyond first-line support, driving problems through to resolution with clear updates to stakeholders.
Diagnose and fix complex technical incidents affecting workstations, connectivity, Microsoft cloud services, and remote support environments.
Investigate recurring problems to identify underlying causes and recommend practical improvements that reduce repeat service interruptions.
Oversee support ticket activity to maintain response commitments, prioritize urgent needs, and keep users informed throughout the resolution process.
Deliver technical assistance to clients through remote sessions and onsite visits in New York, New York as needed.
Support and administer Microsoft 365 applications and services, including collaboration, email, file sharing, and productivity tools.
Troubleshoot Windows operating systems, Windows Server platforms, and core infrastructure components in mixed on-premises and cloud-connected environments.
Assist with Azure administration, hybrid identity functions, endpoint management through Intune, and Windows Autopilot device provisioning.
Contribute to backup operations, virtualization support, security remediation efforts, and the maintenance of accurate technical documentation.
Partner with senior engineers on escalated cases and project work while helping coach Level 1 team members through day-to-day technical challenges.

Requirements

At least 3 years of experience in IT support, service desk operations, or desktop support roles.
Demonstrated knowledge of Microsoft 365 administration, including core user support and service troubleshooting.
Hands-on experience supporting Windows 11, Windows Server, Active Directory, and Group Policy environments.
Familiarity with Microsoft Azure, Entra ID, and hybrid identity concepts in business IT settings.
Working understanding of networking principles such as TCP/IP, DNS, DHCP, and general network infrastructure troubleshooting.
Experience with endpoint administration tools such as Microsoft Intune, Endpoint Manager, or comparable platforms.
Ability to provide in-person support in New York, New York when required.
Strong communication, documentation, and customer service skills with the ability to explain technical issues clearly.

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.

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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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