Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to join a growing IT team in Boston, Massachusetts. This Contract to permanent position is ideal for a support specialist who can handle escalated technical issues, communicate effectively with end users, and contribute to a high-service environment supporting legal staff. The role offers the opportunity to work across desktop support, cloud-based tools, document management platforms, and collaboration technologies while helping strengthen a service desk function built for long-term growth.

Responsibilities:
Resolve Tier 2 and Tier 3 support requests that are escalated beyond the initial help desk, delivering timely and thorough issue resolution.
Provide hands-on support for Windows 11, Microsoft 365, Azure Virtual Desktop, and core desktop technologies used across the organization.
Troubleshoot document management applications such as iManage or NetDocuments and assist users with matter-related file access and organization issues.
Support Zoom and Microsoft Teams meeting technology, including audio/visual troubleshooting for end users and conference needs.
Investigate account access concerns, password-related issues, and Active Directory requests while maintaining a strong customer service approach.
Monitor and address technical problems involving system capacity, log review, backup processes, and disaster recovery support activities.
Assist with onboarding new employees, workstation setup, and user support tied to office growth and team expansion.
Contribute to the development of a scalable service desk function by documenting solutions, sharing knowledge, and helping improve support readiness.
Step in on lower-level support tasks when needed, using sound judgment to resolve a wide range of technical and user-facing issues.

Requirements

3+ years of IT support experience, including Tier 2 or Tier 3 desktop or help desk responsibilities.
Prior experience supporting users in a law firm or other legal services environment.
Strong working knowledge of Windows 11, Microsoft Windows administration, and Office 365 support.
Experience with Azure, including Azure Virtual Desktop or related cloud-based end-user support.
Familiarity with iManage or NetDocuments and other applications commonly used in legal environments.
Ability to support Zoom and Microsoft Teams, including troubleshooting AV and end-user meeting issues.
Experience with Active Directory, service desk ticket management, and structured troubleshooting practices.
Strong communication skills with the ability to support non-technical users patiently and effectively.

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 including medical, vision, dental, life and disability insurance. Employees hired for our FTEP Program are also eligible to enroll in our company's 401(k) or deferred compensation plan (if eligible). FTEP employees also earn paid time off for vacation, personal needs, and sick time and paid holidays. The amount of Choice Time Off (CTO) received varies based on years of service and is pro-rated based on the hours worked per week. A new FTEP employee earns up to 13 days of CTO and up to 10 paid holidays per calendar year. Learn more at roberthalfbenefits.com/Resources.

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