Help Desk/Desktop Support Analyst

Robert Half is seeking a customer-focused Help Desk/Desktop Support Analyst for an onsite contract role in Albany, NY. This position supports a financial services organization by diagnosing and resolving first-level technical issues, providing both hands-on and remote end-user support, and maintaining incident records. The role pays $20-$24 per hour.

Responsibilities

• Diagnose and resolve first-level technical issues on Windows-based systems, Microsoft 365 applications, user access, and common desktop software.
• Perform routine Active Directory tasks such as password resets, account updates, and new user provisioning.
• Document, track, and update incidents in ticketing platforms like Jira, ServiceNow, or similar systems.
• Provide hands-on and remote support for printers, scanners, workstations, and other end-user hardware.
• Escalate more complex or specialized problems to appropriate IT teams with clear notes and complete issue history.
• Communicate status updates, timelines, and resolution details to users in a clear and timely manner.
• Assist with everyday endpoint and peripheral troubleshooting to minimize disruption to business operations.
• Minimum one year of experience in a help desk, desktop support, service desk, or related technical role.
• Working knowledge of Active Directory for user administration and account support.
• Experience using ticketing tools such as Jira, ServiceNow, Zendesk, or related platforms.
• Familiarity with Microsoft Windows 10 and general Microsoft desktop environments.
• Strong problem-solving skills with the ability to troubleshoot technical issues efficiently.
• Excellent verbal and written communication with a customer-service orientation.
• Ability to manage multiple support requests and adapt in a fast-paced environment.
• Prior experience in financial services, banking, healthcare, or another regulated setting is a plus.

Requirements

• At least 1 year of experience in help desk, desktop support, service desk, or a similar technical support role.
• Working knowledge of Active Directory for user administration and account support.
• Experience using ticket management tools such as Jira, ServiceNow, Zendesk, or related platforms.
• Familiarity with Microsoft Windows 10 and general Microsoft desktop environments.
• Solid problem-solving skills with the ability to troubleshoot technical issues efficiently.
• Strong verbal and written communication skills with a customer-service-oriented approach.
• Ability to organize multiple support requests and adapt in a fast-paced environment.

Technologies

• Windows 10
• Microsoft 365
• Active Directory
• Jira
• ServiceNow
• Zendesk

Benefits

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