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Robert Half Logo Robert Half · IT - Administration

Tier Ii Help Desk Analyst

United States, Austin · Job Posted June 29, 2026
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Job Description

Join a fast-growing, innovative company in Austin that is scaling rapidly and investing heavily in technology, people, and infrastructure. This is an opportunity to step into a highly visible support role where you will directly influence employee productivity, system reliability, and overall user experience. This environment is ideal for someone who wants to move beyond basic ticket resolution and grow into systems administration, cloud support, or endpoint engineering. You will work alongside a collaborative IT team, gain exposure to modern tools, and play a key role in supporting a dynamic and evolving workforce.

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

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)

What we offer

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