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Robert Half Logo Robert Half · IT - Administration

Help Desk/Desktop Support Analyst

United States, Boston Employment contract · Job Posted May 26, 2026
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Job Description

We are looking for a Help Desk/Desktop Support Analyst to join a growing IT team in Boston, Massachusetts. This Contract to permanent position is ideal for a support specialist who can handle escalated technical issues, communicate effectively with end users, and contribute to a high-service environment supporting legal staff. The role offers the opportunity to work across desktop support, cloud-based tools, document management platforms, and collaboration technologies while helping strengthen a service desk function built for long-term growth.

Job Responsibility

  • Resolve Tier 2 and Tier 3 support requests that are escalated beyond the initial help desk, delivering timely and thorough issue resolution
  • Provide hands-on support for Windows 11, Microsoft 365, Azure Virtual Desktop, and core desktop technologies used across the organization
  • Troubleshoot document management applications such as iManage or NetDocuments and assist users with matter-related file access and organization issues
  • Support Zoom and Microsoft Teams meeting technology, including audio/visual troubleshooting for end users and conference needs
  • Investigate account access concerns, password-related issues, and Active Directory requests while maintaining a strong customer service approach
  • Monitor and address technical problems involving system capacity, log review, backup processes, and disaster recovery support activities
  • Assist with onboarding new employees, workstation setup, and user support tied to office growth and team expansion
  • Contribute to the development of a scalable service desk function by documenting solutions, sharing knowledge, and helping improve support readiness
  • Step in on lower-level support tasks when needed, using sound judgment to resolve a wide range of technical and user-facing issues

Requirements

  • 3+ years of IT support experience, including Tier 2 or Tier 3 desktop or help desk responsibilities
  • Prior experience supporting users in a law firm or other legal services environment
  • Strong working knowledge of Windows 11, Microsoft Windows administration, and Office 365 support
  • Experience with Azure, including Azure Virtual Desktop or related cloud-based end-user support
  • Familiarity with iManage or NetDocuments and other applications commonly used in legal environments
  • Ability to support Zoom and Microsoft Teams, including troubleshooting AV and end-user meeting issues
  • Experience with Active Directory, service desk ticket management, and structured troubleshooting practices
  • Strong communication skills with the ability to support non-technical users patiently and effectively

What we offer

  • Medical, vision, dental, life and disability insurance
  • 401(k) or deferred compensation plan (if eligible)
  • Paid time off for vacation, personal needs, and sick time and paid holidays
  • Choice Time Off (CTO)
  • Paid holidays
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