Help Desk/Desktop Support Analyst

Description

We are looking for an experienced Help Desk/Desktop Support Analyst to provide advanced technical support for end users in Newport, Rhode Island. This position is suited for a hands-on, detail-oriented individual who can diagnose complex issues across desktops, collaboration platforms, identity tools, and network-connected environments while delivering a high standard of service. The role also requires clear communication, strong documentation habits, and the ability to support both everyday user needs and higher-priority escalations effectively.

Responsibilities:

Provide high-level desk-side and remote support for hardware, software, account access, and connectivity issues across a multi-system environment.

Act as an escalation point for complex incidents, independently investigating root causes and driving issues through resolution with full ownership of assigned tickets.

Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, Intune, Autopilot, and Entra ID, to support user access, device management, and collaboration needs.

Manage and troubleshoot core identity and endpoint technologies such as Active Directory, Group Policy, and Windows-based desktop environments.

Diagnose network-related problems involving TCP/IP, VLANs, wireless infrastructure, and voice or endpoint connectivity to restore reliable user service.

Maintain detailed service records, document troubleshooting steps, and follow established IT support procedures and compliance standards consistently.

Deliver responsive support to employees and senior business stakeholders, adapting technical explanations to match varying levels of user experience.

Travel between supported office locations as needed and assist with occasional on-site support requirements outside the primary office.

Contribute to a security-focused support model by applying best practices for access control, device administration, and incident handling.

Requirements

At least 5 years of experience in IT support or service desk operations, including 2 or more years handling advanced issues in a senior or escalation capacity.
Proven ability to resolve challenging technical problems across multiple systems without close supervision.
Expert-level Microsoft 365 administration experience covering Exchange Online, Teams, SharePoint, Intune, Autopilot, and Entra ID.
Strong knowledge of Active Directory, Group Policy, Windows 10, and desktop support fundamentals in enterprise environments.
Working understanding of networking concepts such as TCP/IP, VLANs, wireless access points, and general network troubleshooting.
Excellent written and verbal communication skills, with the ability to support users ranging from non-technical staff to senior leadership.
Consistent approach to documentation, ticket management, and adherence to established support and compliance practices.
Valid driver's license and dependable personal transportation for travel between office locations and periodic regional visits.

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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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