Help Desk/Desktop Support Analyst

Description

We are looking for an experienced Help Desk/Desktop Support Analyst to provide hands-on technical support for a growing legal services environment. This Long-term Contract opportunity is ideal for someone who thrives on resolving escalated user issues, supporting modern Microsoft technologies, and delivering high-quality service to an end-user base. The role will focus on Tier 2 and Tier 3 support across desktop systems, collaboration tools, document management platforms, and cloud-based environments while contributing to a developing service desk function.

Responsibilities:
Resolve escalated support requests passed from the Tier 1 service desk, investigating issues thoroughly and driving them to completion.
Provide technical assistance for Windows 11, Microsoft 365, and Azure Virtual Desktop environments used across the organization.
Support legal document management applications such as iManage or NetDocuments, including troubleshooting user access and document-related issues.
Assist end users with Zoom and Microsoft Teams meeting technology, including audio visual and conferencing support.
Diagnose account access problems, perform password-related support, and address a wide range of day-to-day desktop and application issues.
Contribute to backup, disaster recovery, and business continuity activities by assisting with technical tasks and support needs.
Monitor logs, identify system performance or server capacity concerns, and escalate or remediate issues as appropriate.
Participate in the growth of the service desk by helping onboard users, supporting office expansion efforts, and strengthening operational support processes.

Requirements

At least 5 years of IT support experience, including Tier 2 and Tier 3 troubleshooting responsibilities.
Prior experience providing technical support within a law firm or legal services environment.
Strong working knowledge of Windows 11, Microsoft 365, and Microsoft Azure, including Azure Virtual Desktop.
Hands-on experience supporting iManage or NetDocuments in a detail-oriented setting.
Ability to support Zoom and Microsoft Teams, including end-user conferencing and AV-related issues.
Comfortable handling both straightforward help desk requests and more complex escalated technical problems.
Excellent communication skills with a detail-oriented, patient, and service-oriented approach to user support.

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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