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Help Desk/Desktop Support Analyst

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Robert Half

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Location:
United States , Boston

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

We are looking for an experienced Help Desk/Desktop Support Analyst to provide hands-on technical support for a growing legal services environment. This Long-term Contract opportunity is ideal for someone who thrives on resolving escalated user issues, supporting modern Microsoft technologies, and delivering high-quality service to an end-user base. The role will focus on Tier 2 and Tier 3 support across desktop systems, collaboration tools, document management platforms, and cloud-based environments while contributing to a developing service desk function.

Job Responsibility:

  • Resolve escalated support requests passed from the Tier 1 service desk, investigating issues thoroughly and driving them to completion
  • Provide technical assistance for Windows 11, Microsoft 365, and Azure Virtual Desktop environments used across the organization
  • Support legal document management applications such as iManage or NetDocuments, including troubleshooting user access and document-related issues
  • Assist end users with Zoom and Microsoft Teams meeting technology, including audio visual and conferencing support
  • Diagnose account access problems, perform password-related support, and address a wide range of day-to-day desktop and application issues
  • Contribute to backup, disaster recovery, and business continuity activities by assisting with technical tasks and support needs
  • Monitor logs, identify system performance or server capacity concerns, and escalate or remediate issues as appropriate
  • Participate in the growth of the service desk by helping onboard users, supporting office expansion efforts, and strengthening operational support processes

Requirements:

  • At least 5 years of IT support experience, including Tier 2 and Tier 3 troubleshooting responsibilities
  • Prior experience providing technical support within a law firm or legal services environment
  • Strong working knowledge of Windows 11, Microsoft 365, and Microsoft Azure, including Azure Virtual Desktop
  • Hands-on experience supporting iManage or NetDocuments in a detail-oriented setting
  • Ability to support Zoom and Microsoft Teams, including end-user conferencing and AV-related issues
  • Comfortable handling both straightforward help desk requests and more complex escalated technical problems
  • Excellent communication skills with a detail-oriented, patient, and service-oriented approach to user support
What we offer:
  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan

Additional Information:

Job Posted:
May 03, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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