Contract-to-permanent onsite role for a Help Desk and Desktop Support Analyst in Tonawanda, NY with Robert Half, offering $26-$34 per hour.

Serve as the escalation point for complex incidents and high-priority requests requiring advanced technical analysis and resolution.
Provide Tier 2 and Tier 3 support for end-user devices, operating systems, business applications, and core workplace technologies.
Troubleshoot and resolve issues with Windows desktops and laptops, Microsoft 365, Active Directory, printers, mobile devices, and endpoint tooling.
Image, deploy, and maintain computers and related equipment to ensure reliable and secure resources for employees.
Manage user lifecycle support including onboarding, offboarding, password assistance, access changes, and software entitlement updates.
Support Microsoft based platforms and business systems such as Microsoft Dynamics, Epicor P21, ServiceTitan, or similar enterprise applications.
Monitor system alerts and service desk activity; respond to technical problems promptly and in an organized manner.
Create and maintain clear documentation, procedures, and knowledge base content to improve consistency and efficiency.
Collaborate with internal departments and third-party vendors to coordinate solutions and reduce recurring issues, enhancing the user experience.
Mentor junior staff with coaching and troubleshooting guidance; participate in after-hours coverage as needed.
Maintain onsite availability in Tonawanda, NY and support coverage outside standard hours as required.
Minimum of five years of IT support experience within enterprise environments.

At least five years of experience providing IT support within enterprise environments.
Proven track record handling escalated desktop support or help desk issues beyond entry-level troubleshooting.
Strong working knowledge of Windows 10 and 11, Microsoft 365, Active Directory, and service desk ticket management.
Demonstrated ability to troubleshoot hardware, software, user access, and endpoint-related problems efficiently.
Experience assisting, training, or mentoring less experienced technicians in a team setting.
Effective communication skills for supporting employees, technical teams, and external vendors professionally.
Bachelor’s degree in Information Systems, Computer Science, or a related field preferred; equivalent practical experience will be considered.
Ability to work onsite in Tonawanda, New York, and participate in support coverage outside standard business hours as needed.

Help Desk/Desktop Support Analyst

Job Description