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Robert Half Logo Robert Half · IT - Administration

Help Desk/Desktop Support Analyst

United States, Newport Employment contract, Contract work · Job Posted June 28, 2026
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Job Description

We are looking for an experienced Help Desk/Desktop Support Analyst to provide advanced technical support for end users in Newport, Rhode Island. This position is suited for a hands-on, detail-oriented individual who can diagnose complex issues across desktops, collaboration platforms, identity tools, and network-connected environments while delivering a high standard of service. The role also requires clear communication, strong documentation habits, and the ability to support both everyday user needs and higher-priority escalations effectively.

Job Responsibility

  • Provide high-level desk-side and remote support for hardware, software, account access, and connectivity issues across a multi-system environment
  • Act as an escalation point for complex incidents, independently investigating root causes and driving issues through resolution with full ownership of assigned tickets
  • Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, Intune, Autopilot, and Entra ID, to support user access, device management, and collaboration needs
  • Manage and troubleshoot core identity and endpoint technologies such as Active Directory, Group Policy, and Windows-based desktop environments
  • Diagnose network-related problems involving TCP/IP, VLANs, wireless infrastructure, and voice or endpoint connectivity to restore reliable user service
  • Maintain detailed service records, document troubleshooting steps, and follow established IT support procedures and compliance standards consistently
  • Deliver responsive support to employees and senior business stakeholders, adapting technical explanations to match varying levels of user experience
  • Travel between supported office locations as needed and assist with occasional on-site support requirements outside the primary office
  • Contribute to a security-focused support model by applying best practices for access control, device administration, and incident handling

Requirements

  • At least 5 years of experience in IT support or service desk operations, including 2 or more years handling advanced issues in a senior or escalation capacity
  • Proven ability to resolve challenging technical problems across multiple systems without close supervision
  • Expert-level Microsoft 365 administration experience covering Exchange Online, Teams, SharePoint, Intune, Autopilot, and Entra ID
  • Strong knowledge of Active Directory, Group Policy, Windows 10, and desktop support fundamentals in enterprise environments
  • Working understanding of networking concepts such as TCP/IP, VLANs, wireless access points, and general network troubleshooting
  • Excellent written and verbal communication skills, with the ability to support users ranging from non-technical staff to senior leadership
  • Consistent approach to documentation, ticket management, and adherence to established support and compliance practices
  • Valid driver’s license and dependable personal transportation for travel between office locations and periodic regional visits

What we offer

  • Medical, vision, dental, and life and disability insurance
  • company 401(k) plan
  • free online training
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