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Robert Half Logo Robert Half · IT - Administration

Help Desk Support Specialist

United States, Bedford · Job Posted April 12, 2026
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Job Description

The Help Desk Support Specialist will provide Tier 1–2 technical support across the organization. The ideal candidate has strong troubleshooting abilities, excellent communication skills, and a proven track record of delivering high-quality end-user support in a fast-paced environment. This position will report into Manager, Help Desk.

Job Responsibility

  • Provide Tier 1 and Tier 2 support for hardware, software, mobile devices, and network issues
  • Troubleshoot and resolve Windows and Microsoft 365 issues, including Teams, Outlook, OneDrive, SharePoint, and the Microsoft Office Suite (Excel, PowerPoint, Word)
  • Support onboarding/offboarding processes: account provisioning, laptop setup, access permissions, and software installation
  • Monitor and respond to tickets via the help desk system within established SLAs
  • Assist with VPN, MFA, and SSO issues
  • Administer user accounts in Active Directory, Azure AD, and Microsoft 365 admin center
  • Perform routine system maintenance, updates, and security compliance checks
  • Support conference room video conferencing devices and systems (e.g., Teams Rooms, Neat, Zoom)
  • Follow IT asset management procedures, tracking hardware inventory and lifecycle replacement
  • Provide clear, friendly, and effective communication to users at all technical levels
  • Document troubleshooting steps, resolutions, and knowledge-base articles

Requirements

  • 3+ years of experience in an IT help desk or technical support role
  • Strong understanding of Windows 10/11, macOS, Microsoft 365, and common enterprise applications
  • Experience with Active Directory, Azure AD, MFA, and identity management
  • Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
  • Solid knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
  • Strong customer service mindset and ability to multitask
  • Excellent communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Problem-solving mindset with attention to detail
  • Strong organizational skills and ability to prioritize work

Nice to have

  • Experience supporting Teams Rooms or enterprise A/V equipment
  • compTIA A+, Network+, or Microsoft certifications
  • basic scripting knowledge (PowerShell)
  • familiarity with cybersecurity best practices and incident reporting

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • company 401(k) plan
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