Help Desk Analyst II

Description We are looking for a Help Desk Analyst II to deliver attentive, high-quality technical support for a financial services team in Waltham, Massachusetts. This Long-term Contract opportunity is ideal for someone who thrives in a hands-on support role, enjoys working directly with employees, and can keep daily operations running smoothly through prompt issue resolution. The position combines onsite deskside assistance with remote support and requires a service-focused approach when assisting users across a Microsoft-based, cloud-centric environment.

Responsibilities:

• Provide first- and second-level technical assistance for end users, addressing both in-person and remote support needs with a strong customer service mindset.

• Diagnose and resolve problems involving laptops, desktops, operating systems, standard business software, and cloud applications to reduce downtime.

• Set up equipment, accounts, and access for new hires while also handling departures through organized offboarding support.

• Support core collaboration platforms such as Microsoft 365, Outlook, Teams, Zoom, and related productivity tools used across the business.

• Serve as the primary onsite IT contact, managing daily support activity independently and ensuring requests are handled efficiently.

• Coordinate with external or centralized IT partners to escalate more advanced issues and follow through until resolution is achieved.

• Maintain accurate tracking of incidents and service requests, keeping documentation current and responses timely.

• Contribute to technology-related initiatives, including emerging AI-focused efforts and other improvements that enhance support operations. Requirements * At least 3 years of experience providing Tier 1 and Tier 2 deskside or end-user support in a detail-focused setting.

• Strong working knowledge of Microsoft technologies, including Windows 10, Microsoft 365, Outlook, and Teams.

• Experience troubleshooting user issues in cloud-based or SaaS application environments.

• Familiarity with Active Directory and common account administration tasks.

• Ability to manage service desk tickets, prioritize multiple requests, and work effectively with limited supervision.

• Excellent verbal and written communication skills with a user-focused approach.

• Background supporting financial services, private equity, or other fast-paced detail-focused environments is preferred. 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.