Service Support Analyst

Description Our client is seeking a Service Support Analyst to join their team. The analyst is responsible for managing the intake, assessment, and resolution of technology-related incidents and service requests from internal users across our client's organization. Acting as a primary point of contact, the analyst provides direct end-user support while ensuring requests are logged, prioritized, and resolved in alignment with established service management processes.

Responsibilities:

Task Execution and End-User Support + Respond to incidents and service requests via phone, email, chat, and self-service portals + Log, categorize, prioritize, and resolve tickets within the ITSM platform + Troubleshoot desktop, application, and connectivity issues + Communicate clearly with users and provide status updates Endpoint & Desktop Support + Support Windows laptops, desktops, and AVD + Assist with device provisioning, refresh, and decommissioning + Troubleshoot hardware, software, and configuration issues + Support devices managed through centralized endpoint management platforms Identity, Access & Administration + Perform Entra ID and Active Directory administration tasks + Support onboarding and offboarding processes + Manage group-based access and permissions + Troubleshoot authentication and access issues Endpoint Management & Security Support + Support device compliance with security baselines + Assist with patching and endpoint protection troubleshooting + Identify and escalate potential security incidents Documentation & Continuous Improvement + Document all support actions and resolutions + Maintain and contribute to knowledge base articles + Identify recurring issues and recommend improvements Operating Standards & Expectations + Operate within an ITIL-aligned service management framework + Adhere to security, compliance, and data protection policies + Meet defined service performance and documentation standards Requirements Education & Credentials + Technical college degree, associate degree, or equivalent IT training strongly preferred + Industry certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are a plus Knowledge & Experience + Experience in a helpdesk, desktop support, or service desk role within an enterprise environment + Strong knowledge of Windows + Experience supporting endpoint management tools such as Microsoft Intune, SCCM/MECM + Working knowledge of Microsoft 365 applications + Experience administering Entra ID (Azure AD) and Active Directory, including user and group management + Familiarity with ITSM platforms such as HaloITSM or ServiceNow + Understanding of endpoint security, patching, and compliance concepts 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 "," 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) .