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Robert Half Logo Robert Half · IT - Administration

Tier I/II Help Desk Support

United States, Lexington · Job Posted May 26, 2026
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Job Description

We are looking for a Tier I/II Help Desk Support specialist to provide responsive technical assistance for end users in Lexington, Massachusetts. This Contract position is ideal for someone with at least one year of experience supporting desktop environments, mobile devices, and ticket-driven service desk operations. The role focuses on resolving day-to-day hardware, software, and account issues while delivering clear communication and dependable customer service.

Job Responsibility

  • Respond to incoming support requests and document all work accurately within the service desk ticketing system
  • Troubleshoot issues involving Windows-based computers, user accounts, and common business applications to restore productivity quickly
  • Assist employees with password resets, account access, and directory-related support tasks within Active Directory
  • Provide hands-on and remote support for mobile devices, including Apple iPhone and Google Android platforms
  • Support users working within Google Workspace by addressing access problems, application questions, and basic configuration needs
  • Escalate more complex incidents when needed while keeping users informed on progress and expected next steps
  • Prepare, configure, and maintain end-user workstations running Microsoft Windows 10 for daily business use

Requirements

  • At least 1 year of experience in a help desk, desktop support, or service desk environment
  • Working knowledge of Microsoft Windows and Windows 10 troubleshooting in an end-user setting
  • Familiarity with Active Directory for basic account administration and access support
  • Experience managing or updating service desk tickets with clear and accurate notes
  • Ability to diagnose and resolve routine technical issues with strong attention to customer service
  • Exposure to mobile device support for Apple iPhone and Google Android users
  • Basic familiarity with Google Workspace and supporting users across common collaboration tools
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