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RH
Robert Half
Help Desk/Desktop Support Analyst
Career Insights for Help Desk Technician / Analyst
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Based on Florida data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$49,758 / year median in Florida
-3% projected decline
Job Description
Job Description Help for Job Description. Opens a new window. Description We are looking for a Help Desk/Desktop Support Analyst to join a team supporting modern workplace technologies. This contract-to-permanent position is ideal for someone who enjoys resolving advanced user and infrastructure issues while helping improve hybrid IT environments. The role works across Microsoft 365, Windows systems, identity tools, endpoint management, and core network technologies to deliver reliable support for business operations.
Responsibilities:
- Act as the primary escalation point for higher-level service desk incidents, driving timely resolution of complex technical problems.
- Support and administer core Microsoft 365 services, including collaboration, email, file sharing, and productivity platforms.
- Manage identity and access controls through Microsoft Entra ID, multifactor authentication, and conditional access policies.
- Maintain endpoint administration solutions such as Microsoft Intune and Windows Autopilot, including device compliance and configuration standards.
- Provide support for endpoint protection and security tools, helping safeguard user devices and business data.
- Administer Windows Server-based environments, including Active Directory, Group Policy, virtualization, and shared resource services.
- Troubleshoot connectivity and infrastructure issues involving firewalls, VPN access, wireless networks, and related network components.
- Deliver remote and onsite support for desktops, servers, cloud platforms, and other business-critical technology systems.
- Contribute to onboarding efforts, environment assessments, migration activities, and broader infrastructure enhancement projects.
- Record technical work clearly in ticketing and documentation systems and collaborate with engineers and architects on more advanced incidents. Requirements
- At least 3 years of hands-on IT support experience, preferably in a managed services or multi-client setting.
- Practical experience supporting Microsoft 365 environments and Windows-based user systems.
- Working knowledge of Windows Server administration and Active Directory management.
- Familiarity with Group Policy, endpoint troubleshooting, and desktop support in Microsoft Windows environments.
- Experience diagnosing networking issues related to VPNs, firewalls, wireless connectivity, switching, or VLANs.
- Strong customer service approach with clear verbal and written communication skills.
- Proven ability to analyze technical issues, manage service desk tickets, and balance multiple priorities effectively.
- whenever you choose
- even on the go.