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Robert Half Logo Robert Half · IT - Administration

Help Desk Analyst I

United States, Chicago · Job Posted June 28, 2026
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Job Description

We are looking for a Help Desk Analyst I to provide responsive technical support for end users in Chicago, Illinois. This Long-term Contract opportunity is ideal for someone who enjoys solving day-to-day IT issues, communicating clearly with users, and keeping support requests organized from intake through resolution. The role focuses on supporting Microsoft-based workplace technologies, troubleshooting desktops and peripherals, and delivering a dependable service experience in a fast-paced environment.

Job Responsibility

  • Deliver first-level technical assistance for hardware, software, connectivity, and peripheral issues affecting end users
  • Diagnose and resolve problems involving Windows devices, Outlook, Microsoft 365 applications, and related workplace tools
  • Manage user accounts and access by working within Active Directory and Microsoft Entra environments
  • Support device setup, configuration, and policy-related tasks through Microsoft Intune
  • Record, prioritize, and update support requests in a ticketing platform while maintaining accurate documentation throughout the issue lifecycle
  • Troubleshoot email and collaboration issues connected to Office 365 and Exchange services
  • Provide patient, attentive customer support by guiding users through solutions in a clear and approachable manner
  • Assist with telephony or communication platform support when needed, including environments using tools such as RingCentral
  • Escalate complex incidents appropriately and collaborate with other IT teams to ensure timely resolution

Requirements

  • Hands-on experience supporting Windows 11 in an end-user environment
  • Working knowledge of Active Directory, including basic account and access administration
  • Familiarity with Microsoft Intune, Microsoft 365, Outlook, and Office 365 services
  • Understanding of Microsoft Entra and its role in identity and access support
  • Ability to troubleshoot PC-related issues across hardware, software, networking, and attached peripherals
  • Experience using help desk or service management systems
  • Strong customer service skills with the patience and communication ability needed to support users effectively

Nice to have

  • Exposure to ServiceNow is preferred
  • Freshworks experience is also valuable

What we offer

  • Medical, vision, dental, and life and disability insurance
  • Company 401(k) plan
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