Tier 2 Help Desk Analyst Job at NTT DATA (Alexandria)

Help Desk Analyst - Tier I

We’re looking for a motivated Help Desk I Support Technician who enjoys solving ...

Location

United States , Charlotte

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

0–2 years of IT support experience (internships welcome!)
Basic understanding of Windows OS and Microsoft 365
Familiarity with Active Directory (password resets, unlocks, permissions)
Strong troubleshooting mindset
Excellent communication skills
Ability to manage multiple tickets and prioritize effectively

Job Responsibility

Respond to incoming support tickets (hardware, software, connectivity)
Troubleshoot Windows desktops/laptops and common business applications
Assist with password resets and user account support (Active Directory)
Support printers, peripherals, and basic networking issues
Escalate complex issues to Tier 2/3 teams as needed
Document resolutions clearly in the ticketing system
Provide friendly, professional customer service via phone, email, and chat

What we offer

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

Tier Ii Help Desk Analyst

Join a fast-growing, innovative company in Austin that is scaling rapidly and in...

Location

United States , Austin

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

3+ years of experience in IT support, desktop support, or service desk environments, with exposure to Tier 2 issue resolution
Hands-on experience with ServiceNow (ITSM) or similar ticketing systems
Strong support experience in PC and MacOS environments
Working knowledge of AV troubleshooting (conference rooms, Zoom/Teams, etc.)
Experience supporting Microsoft technologies (M365, Entra ID, Intune)
Working knowledge of core networking concepts such as IP connectivity, wireless access, DNS, DHCP, and general network troubleshooting
Must have reliable transportation to support on-site needs and occasional in-office troubleshooting
Willingness to participate in a monthly on-call rotation to support after-hours or urgent business needs (remotely)

Job Responsibility

Resolve escalated Tier I support issues and serve as a key point of contact for complex troubleshooting
Manage and prioritize tickets within ServiceNow (ITSM), ensuring timely resolution and strong user communication
Support a predominantly MacOS environment, including device troubleshooting, configurations, and performance issues
Troubleshoot audio/visual (AV) issues including conference rooms, collaboration tools, and meeting technologies
Provide end-user support across the Microsoft ecosystem, including M365 administration, Azure Active Directory (Entra ID) access management, and Intune device management and policy support
Execute user lifecycle processes, including new hire onboarding and provisioning, offboarding and deprovisioning, as well as access management and permission troubleshooting
Handle common support requests such as password resets, account lockouts, distribution list creation, and end-user support across hardware and software
Identify recurring issues and contribute to process improvements and documentation

What we offer

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

Help Desk Analyst II

We are looking for a Help Desk Analyst II to deliver attentive, high-quality tec...

Location

United States , Waltham

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

At least 3 years of experience providing Tier 1 and Tier 2 deskside or end-user support in a detail-focused setting
Strong working knowledge of Microsoft technologies, including Windows 10, Microsoft 365, Outlook, and Teams
Experience troubleshooting user issues in cloud-based or SaaS application environments
Familiarity with Active Directory and common account administration tasks
Ability to manage service desk tickets, prioritize multiple requests, and work effectively with limited supervision
Excellent verbal and written communication skills with a user-focused approach
Background supporting financial services, private equity, or other fast-paced detail-focused environments is preferred

Job Responsibility

Provide first- and second-level technical assistance for end users, addressing both in-person and remote support needs with a strong customer service mindset
Diagnose and resolve problems involving laptops, desktops, operating systems, standard business software, and cloud applications to reduce downtime
Set up equipment, accounts, and access for new hires while also handling departures through organized offboarding support
Support core collaboration platforms such as Microsoft 365, Outlook, Teams, Zoom, and related productivity tools used across the business
Serve as the primary onsite IT contact, managing daily support activity independently and ensuring requests are handled efficiently
Coordinate with external or centralized IT partners to escalate more advanced issues and follow through until resolution is achieved
Maintain accurate tracking of incidents and service requests, keeping documentation current and responses timely
Contribute to technology-related initiatives, including emerging AI-focused efforts and other improvements that enhance support operations

What we offer

Medical, vision, dental, and life and disability insurance
401(k) plan

Tier 2 UCaaS Engineer

We are seeking a Tier 2 Voice Engineer to provide expert support for our clients...

Location

Philippines , Pasig

Salary:

Not provided

Comcast

Expiration Date

Until further notice

Requirements

VoIP Experience: 3-5 years of hands-on experience in a UCaaS/VoIP support role
Networking: 3-5 years of experience with advanced to expert-level networking concepts
Troubleshooting: Proven ability to diagnose and resolve complex technical issues
Help Desk Tools: Solid experience with ticketing systems for efficient issue logging, tracking, and escalation
Hands-on experience with Broadsoft is highly preferred
Excellent written and verbal communication skills
Superb customer service skills
Strong problem-solving and critical thinking abilities
High level of attention to detail and time management
Consistent, punctual, and reliable attendance is required

Job Responsibility

Provide Expert Support: Serve as the primary point of contact for clients, expertly troubleshooting and resolving issues related to call quality, system features, and connectivity
Mentor and Escalate: Act as an escalation contact for Tier 1 UCaaS Analysts, providing technical guidance and support
Analyze and Troubleshoot: Use advanced problem-solving skills to analyze call logs and system data, identifying the root cause of issues
Maintain Documentation & Improve Processes: Proactively document troubleshooting steps and solutions to build a comprehensive knowledge base
Contribute to Infrastructure: Support the design, administration, and maintenance of our telephony infrastructure
Collaborate Effectively: Work closely with internal teams and external vendors to ensure the optimal performance and availability of our voice network

What we offer

Medical, prescription, vision, and dental insurance for eligible employees
401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay
Paid time off including eight observed company holidays and flex time
Exclusive perks + discounts, including tuition assistance, commuter benefits and more

Fulltime

Help Desk/Desktop Support Analyst

We are looking for a skilled Help Desk/Desktop Support Analyst to join our team.

Location

United States , Mendota Heights

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Proficiency in troubleshooting hardware and software issues in a Windows 11 environment
Hands-on experience with Lenovo laptops, including diagnosing and repairing hardware problems
Strong knowledge of Active Directory for user account management and access control
Familiarity with Microsoft Intune for mobile device configuration and management
Experience with ticketing systems such as ZenDesk for tracking and resolving support requests
Solid understanding of Microsoft 365 applications and their integration with Windows systems
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Job Responsibility

Provide tier 1 and tier 2 support for hardware and software issues, including troubleshooting and resolving technical problems
Diagnose hardware issues and perform maintenance on Lenovo laptops, ensuring optimal functionality
Set up new workstations, including hardware configuration and software installation
Manage user accounts in Active Directory, including creating accounts, granting access, and ensuring proper permissions
Configure and register mobile devices in Intune to ensure compliance and functionality
Assist with new user onboarding by setting up devices and ensuring access to required systems
Track and manage service tickets using ZenDesk, maintaining an average of 20-30 tickets per day
Collaborate with team members to address complex technical issues and provide timely resolutions
Ensure all technical support is delivered in accordance with company policies and best practices

What we offer

Medical
Vision
Dental
Life and disability insurance
401(k) plan

Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to provide hands-on techn...

Location

United States , North Canton

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

2 to 4 years of experience providing desktop support, help desk assistance, or IT systems support within a detail-oriented business setting
Strong troubleshooting ability with Windows 10 and Windows 11, along with experience supporting desktop and laptop hardware, peripherals, and end-user computing devices
Working knowledge of Active Directory or Entra ID, Microsoft 365 administration, and core user account management processes
Familiarity with Tier 1 and Tier 2 support workflows, service desk ticket handling, and customer-focused issue resolution
Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, and VLAN concepts, with the ability to troubleshoot wired and wireless connectivity issues
Experience supporting collaboration tools, SharePoint, and cloud-based communication platforms in an enterprise environment
Exposure to macOS systems, conference room AV support, or PowerShell scripting is helpful
CompTIA A+, Network+, Security+, or a related degree in Information Technology, Computer Science, or equivalent practical experience is preferred

Job Responsibility

Resolve first- and second-level support issues involving Windows systems, desktop and laptop hardware, peripherals, and general workstation functionality for onsite users
Administer user onboarding, offboarding, and access updates across Microsoft 365, Entra ID, and business applications to ensure appropriate permissions are maintained
Investigate and address local network and infrastructure problems by assisting with the support of switches, wireless access points, and related site equipment
Provide operational support for collaboration and communication platforms, including user setup, license administration, call flow adjustments, and basic telephony settings
Apply established security practices by supporting endpoint protection, patching efforts, secure printing solutions, and policy-aligned device configurations
Maintain accurate records for IT assets, software licenses, and recurring technical issues while contributing clear documentation to internal knowledge resources
Support conference room technology and workplace AV equipment to help ensure meetings and shared spaces function without interruption
Manage service requests and incident tickets in a timely manner, communicating clearly with employees and following through to resolution

What we offer

Medical, vision, dental, and life and disability insurance
enrollment in company 401(k) plan

Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to join a growing IT team...

Location

United States , Boston

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

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

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

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

Fulltime

Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to provide hands-on techn...

Location

United States , Grafton

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

At least 2 years of experience in help desk, desktop support, or IT analyst work in an entry-level to early-career capacity
Hands-on Tier 1 and Tier 2 technical support experience in an onsite manufacturing, industrial, or plant-based environment
Working knowledge of ticketing or helpdesk systems and the ability to manage service requests in an organized manner
Proficiency with Microsoft Windows environments, including Windows 10, basic troubleshooting, and Microsoft Office applications
Familiarity with Active Directory and user support tasks related to account access and permissions
Strong communication skills with the ability to support local users while collaborating effectively with remote IT teams
Comfort with hardware setup and support for PCs, peripherals, and related workplace technology, with some exposure to network-connected systems
Azure exposure is helpful but not required, along with a proactive approach to learning, problem-solving, and taking initiative

Job Responsibility

Provide onsite support for desktops, laptops, peripherals, and other end-user technology used by employees across the facility
Manage incoming support requests through the helpdesk platform, document progress accurately, and drive issues through resolution or escalation when needed
Prepare and deploy new or existing hardware by performing imaging, configuration, wiping, and setup tasks for end users
Administer badge-related access tasks, including issuing credentials and removing access when required
Assist with technology connected to manufacturing operations, including workstation and peripheral support near die-cast equipment
Help maintain and update legacy networked systems by applying patches and performing routine support activities
Partner with plant personnel and centralized IT groups to coordinate technical work, communicate status, and resolve service issues efficiently
Support the introduction of new hardware and business systems by completing setup, updates, and user-facing technical assistance
Troubleshoot connectivity, account access, and device issues affecting operational technology users and onsite staff

What we offer

Medical
vision
dental
life and disability insurance
enrollment in company 401(k) plan

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Tier 2 Help Desk Analyst

Job Description

Job Responsibility

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