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Robert Half Logo Robert Half · IT - Administration

Help Desk Analyst

United States, San Diego · Job Posted July 04, 2026
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Job Description

We are seeking a customer-focused Help Desk Analyst to join a fast-paced support team. This role is ideal for someone with strong Help Desk or Service Desk experience who thrives in a high-volume call center environment. The successful candidate will provide end-user support across both Windows and macOS platforms, troubleshoot Microsoft 365 issues, manage device enrollment and policies through Intune and MDM solutions, and deliver exceptional customer service while resolving technical problems efficiently.

Job Responsibility

  • Serve as the primary point of contact for end-user technical support via phone, chat, email, and ticketing systems
  • Troubleshoot hardware, software, operating system, and application issues in a mixed Windows and macOS environment
  • Support and administer Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint
  • Resolve account-related issues utilizing Active Directory, including password resets, account unlocks, security groups, and user provisioning
  • Manage and troubleshoot devices using Microsoft Intune and Mobile Device Management (MDM) platforms
  • Diagnose and resolve printer connectivity, configuration, and performance issues
  • Assist with workstation deployments, system upgrades, software installations, and hardware replacements
  • Document incidents, service requests, troubleshooting steps, and resolutions within the ticketing system
  • Escalate complex issues to appropriate teams while maintaining ownership of the customer experience
  • Meet established service level agreements (SLAs) and support metrics within a high-volume environment

Requirements

  • 3+ years of IT Support, Help Desk, Service Desk, or Technical Support experience
  • Previous experience supporting users in a call center or high-volume service desk environment
  • Strong troubleshooting skills supporting both Windows and macOS operating systems
  • Hands-on experience supporting Microsoft 365 products and services
  • Experience using Microsoft Intune and enterprise MDM solutions
  • Working knowledge of Active Directory administration and user account management
  • Experience troubleshooting and supporting networked printers and peripheral devices
  • Excellent verbal and written communication skills
  • Strong customer service mindset with the ability to support both technical and non-technical users
  • Ability to prioritize multiple issues and work effectively in a fast-paced environment

What we offer

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