Help Desk/Desktop Support Analyst

Robert Half is seeking a Help Desk/Desktop Support Analyst to support day-to-day IT operations onsite in Fletcher, NC. In this role, you will provide responsive first- and second-level support for employees, troubleshoot a range of hardware, software, and infrastructure issues, and help keep endpoint deployments and user access running smoothly.

The position focuses on resolving incidents efficiently, managing user account and device lifecycle activities using Microsoft tools, and coordinating with internal teams and external vendors when issues require deeper investigation.

Responsibilities

• Monitor and respond to support requests and incident tickets promptly, prioritizing problems that impact onsite operations and the wider employee population.
• Diagnose and resolve hardware, software, and infrastructure-related issues by working directly with users and coordinating with application and infrastructure teams as needed.
• Provide first- and second-level technical support for essential IT services according to established support procedures and service expectations.
• Administer the full user account lifecycle, including provisioning, access updates, license assignment changes, and deactivation using Active Directory and Microsoft Entra ID.
• Support endpoint setup and ongoing device management using Microsoft Intune and Windows Autopilot to enable secure, efficient deployments.
• Handle incidents, requests, and escalations using defined service management practices to maintain consistent support delivery.
• Coordinate with external vendors and internal IT colleagues to investigate more complex technical problems and drive timely resolution.
• Troubleshoot business application and system concerns, communicate progress, and provide updates through resolution.
• Support global operations by transferring unresolved items to regional teams and assisting with issues from the shared IT queue when required.
• Maintain accurate technical documentation, uphold data standards, and recommend process improvements to strengthen operational control.

Requirements

• Experience supporting end users in a help desk, desktop support, or service desk environment.
• Working knowledge of Active Directory and Microsoft Entra ID for user access and account administration.
• Hands-on experience with Windows 10 and general Microsoft Windows troubleshooting.
• Familiarity with service desk ticket management and incident resolution processes.
• Exposure to Microsoft Intune and endpoint administration in a business environment.
• Ability to investigate technical issues methodically and communicate solutions clearly to users and stakeholders.
• Comfort collaborating with cross-functional IT teams and external support partners to resolve problems.
• Strong organizational skills and the flexibility to manage shifting priorities in a global support setting.

Technologies

• Active Directory
• Microsoft Entra ID
• Microsoft Intune
• Windows Autopilot
• Windows 10

Benefits

• Medical, vision, dental, and life and disability insurance
• 401(k) plan enrollment eligibility for hired contract/temporary professionals