Sr Help Desk Analyst

Description

We are seeking a Senior Help Desk Analyst to join our growing IT team. This role will serve as a key escalation point for desktop, infrastructure, and identity-related support issues across the organization. The ideal candidate has strong experience supporting Windows environments, Microsoft Entra ID (Azure AD), Microsoft 365, and end-user technologies while providing exceptional customer service.

This is an excellent opportunity for someone who enjoys troubleshooting complex technical issues, mentoring junior technicians, and contributing to infrastructure and security initiatives.

Responsibilities

• Serve as a Tier II/Tier III escalation point for desktop and end-user support issues.

• Administer and support Microsoft Entra ID (Azure AD), Active Directory, and Microsoft 365 environments.

• Troubleshoot Windows 10 and Windows 11 operating system issues.

• Manage user lifecycle activities, including account provisioning, permissions, group memberships, and deprovisioning.

• Support authentication technologies including SSO, MFA, Conditional Access, and password management.

• Configure, deploy, and maintain laptops, desktops, printers, mobile devices, and peripherals.

• Support Microsoft Office, Teams, OneDrive, Outlook, and other productivity applications.

• Investigate and resolve hardware, software, networking, and system access issues.

• Assist with device management solutions such as Intune, Autopilot, and endpoint security tools.

• Create and maintain technical documentation, knowledge base articles, and support procedures.

• Participate in IT projects, upgrades, migrations, and security initiatives.

• Monitor ticket queues and ensure timely resolution of incidents and service requests.

• Mentor junior support staff and promote best practices across the team.

Requirements

Required Qualifications

• 5+ years of Help Desk, Desktop Support, or IT Support experience.

• Strong experience supporting Windows 10/11 environments.

• Hands-on administration experience with Microsoft Entra ID (Azure AD).

• Experience with Active Directory, Group Policy, and user administration.

• Knowledge of Microsoft 365 administration and troubleshooting.

• Understanding of identity and access management concepts.

• Experience supporting remote users and hybrid work environments.

• Strong troubleshooting and customer service skills.

• Excellent communication and documentation abilities.

Preferred Qualifications

• Experience with Microsoft Intune and Windows Autopilot.

• Knowledge of Conditional Access Policies and Multi-Factor Authentication.

• Familiarity with PowerShell scripting.

• Experience with endpoint security platforms such as Microsoft Defender.

• Certifications such as:

• Microsoft Certified: Azure Administrator Associate

• Microsoft 365 Certified: Endpoint Administrator Associate

• CompTIA A+

• CompTIA Network+

• ITIL Foundation

What You'll Bring

• A customer-first mindset.

• Ability to work independently and prioritize multiple tasks.

• Strong problem-solving and analytical skills.

• Desire to improve processes and enhance the end-user experience.

• Experience working in a fast-paced enterprise environment.

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .