Help Desk/Desktop Support Analyst

Description

We are looking for a skilled Help Desk/Desktop Support Analyst to join a growing team in Boston, Massachusetts. This contract-to-permanent position is ideal for a detail-oriented IT specialist who thrives in a law firm environment and enjoys resolving complex user issues across desktop, cloud, and collaboration platforms. The role supports a fast-paced organization with a strong focus on service quality, teamwork, and long-term career growth.

Responsibilities:
Resolve escalated support requests that move beyond the Tier 1 service desk, delivering timely solutions for both technical and user-facing issues.
Provide hands-on support for Windows 11, Microsoft 365, Azure Virtual Desktop, and core desktop technologies used across the firm.
Troubleshoot and maintain legal document management platforms such as iManage or NetDocuments, ensuring users can access and manage files efficiently.
Support Zoom and Microsoft Teams meeting technology, including audiovisual issues that affect daily collaboration and client-facing communication.
Investigate account access concerns, password-related issues, and Active Directory requests while maintaining a strong customer service approach.
Assist with backup, disaster recovery, and business continuity tasks, including work related to tools such as Zerto.
Monitor logs and review server capacity or performance concerns to help identify and address underlying infrastructure issues.
Contribute to the development of a scalable service desk function by helping onboard new users and supporting the organization's expanding office and cloud footprint.

Requirements

3+ years of IT support experience, with strong capability in Tier 2 or Tier 3 desktop and help desk support.
Prior experience supporting users in a law firm or legal services environment is strongly preferred.
Solid knowledge of Windows 11, Microsoft Windows support, and Microsoft 365 administration.
Experience working with Azure, including Azure Virtual Desktop or related cloud-based end-user support environments.
Familiarity with iManage or NetDocuments and other applications commonly used in legal organizations.
Ability to support Zoom and Microsoft Teams, including troubleshooting meeting and AV-related issues.
Working knowledge of Active Directory, service desk ticket management, and general troubleshooting best practices.
Strong communication skills with a detail-oriented, patient, and service-oriented approach to supporting end users.

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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