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Help Desk/Desktop Support Analyst

https://www.roberthalf.com Logo

Robert Half

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Location:
United States , Plymouth

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The IT Support team serves as the first point of contact for internal users who need technical assistance. Support is provided through a mix of in-person interaction, phone, chat, email, user portals, and remote screen-sharing tools. This role focuses on supporting and improving the end-user hardware and software environment. The team partners with multiple business functions to maintain and enhance the technology systems that enable day-to-day operations across office and operational settings. Responsibilities include supporting Microsoft 365, operating systems, and standard software tools, as well as managing the full lifecycle of end-user IT assets such as laptops, desktops, and peripherals.

Job Responsibility:

  • Serve as a primary support resource for hardware, application, and data-related issues across multiple locations
  • Respond to incoming requests via phone, chat, email, alerts, or in person, and accurately triage, diagnose, resolve, or escalate issues within defined SLA guidelines
  • Log and update tickets with detailed notes on issues, root causes, status, and resolution using an ITSM platform
  • Coordinate with vendors or internal teams to resolve escalated issues and ensure a positive end-user experience
  • Assist senior team members with minor system configurations or enhancements requested by the business
  • Support IT projects including software upgrades, hardware refreshes, new deployments, and audio/visual support
  • Create and maintain technical documentation such as procedures, how-to guides, training materials, and FAQs for end users
  • Collaborate effectively within a team environment while maintaining a strong customer service mindset

Requirements:

  • At least 1 year of experience in a technical support or help desk role
  • Comfortable learning and adapting to new technologies quickly
  • Working knowledge of Microsoft 365 and standard productivity software
  • Familiarity with Microsoft admin portals such as Exchange, Microsoft 365, and Azure
  • Experience supporting desktop and laptop operating systems
  • Experience with endpoint management tools such as Intune, Autopilot, or similar platforms
  • Exposure to SCCM or other device management solutions
  • Understanding of Active Directory, including users, groups, group policy, and basic administration
  • Familiarity with basic ITIL concepts, change management, or project coordination
What we offer:
  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan

Additional Information:

Job Posted:
April 16, 2026

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