Help Desk Analyst II - White Glove Support

Description

We are looking for an experienced Help Desk Analyst II - White Glove Support to provide high-touch technical assistance for employees in Massachusetts. This long-term contract position is ideal for someone who excels in a fast-moving environment, supports both Windows and Mac systems, and brings a service-focused approach to desktop and end-user support. The role will help maintain a reliable corporate computing environment while contributing to technology improvements, consistent standards, and strong operational support.

Responsibilities:
Deliver white-glove desktop support for a global employee population, ensuring issues are addressed promptly and service expectations are consistently met.
Prepare, configure, image, and rebuild Windows and Mac computers for new deployments, replacements, and refresh cycles.
Diagnose and resolve hardware, software, and peripheral problems, including reinstallations, repairs, and system recovery activities.
Manage incoming support requests through the ticketing queue, set priorities effectively, and communicate updates to meet agreed service levels.
Partner with infrastructure and other IT teams to document workflows, maintain support procedures, and improve knowledge sharing.
Evaluate end-user technologies and contribute recommendations for tools, processes, and support practices that enhance productivity and user experience.
Identify opportunities to streamline device deployment, software distribution, and upgrade activities through automation and process improvement.
Provide guidance and mentorship to less experienced support staff, helping raise team effectiveness and consistency.
Support planned after-hours technical work when needed for upgrades, maintenance, or issue resolution.

Requirements

5+ years of experience in help desk, desktop support, or desktop administration within a Microsoft-centric environment.
Strong hands-on knowledge of Active Directory, Windows 10/11, Microsoft 365 Enterprise, Microsoft Entra ID, and Intune.
Experience supporting Mac OS devices; familiarity with Jamf is an advantage.
Proficiency with service desk and ticket management platforms such as ServiceNow, Remedy, or similar systems.
Working knowledge of Google Workspace, single sign-on, multi-factor authentication, and remote access technologies such as Citrix.
Solid understanding of software installation, licensing, device imaging, Dell hardware, and common peripherals including printers, scanners, and monitors.
Familiarity with security-focused support practices, including antivirus tools, anti-malware protection, phishing awareness, and spam prevention.
Associate degree in Computer Science or comparable practical experience; CompTIA A+ or related desktop support certifications are preferred.

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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