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Robert Half Logo Robert Half · IT - Administration

Help Desk Analyst

United States, Austin · Job Posted April 23, 2026
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Job Responsibility

  • Provide first‑ and second‑level technical support to end users via phone, email, chat, and ticketing systems
  • Diagnose, troubleshoot, and resolve hardware, software, and network issues in a timely manner
  • Log, track, and update support tickets, ensuring accurate documentation and proper escalation when needed
  • Support Windows/macOS operating systems, Microsoft 365, email, printers, VPNs, and basic networking issues
  • Assist users with account setup, password resets, permissions, and access management (Active Directory / Azure AD)
  • Educate users on best practices, system usage, and basic troubleshooting steps
  • Perform system checks, software installs, updates, and patches
  • Coordinate with internal IT teams and vendors to resolve complex issues

Requirements

  • 1–3 years of experience in an IT Help Desk, Service Desk, or Technical Support role
  • Strong understanding of Windows and/or macOS operating systems
  • Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Familiarity with Active Directory / Azure AD (user accounts, password resets, group management)
  • Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPNs, Wi‑Fi)
  • Experience using ticketing systems (ServiceNow, Jira, Zendesk, Freshservice, etc.)
  • Ability to troubleshoot hardware, software, and peripheral issues
  • Strong customer service and communication skills (technical and non‑technical users)
  • Ability to prioritize tasks and manage multiple issues in a fast‑paced environment
  • Strong documentation and problem‑solving skills

What we offer

  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan
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