Help Desk Analyst II

We are looking for a skilled Help Desk Analyst LI/ L2 to support employees and deliver dependable day-to-day technical assistance in Wisconsin. This Long-term Contract position is ideal for someone who enjoys resolving user issues, keeping support workflows organized, and creating a positive experience for internal customers. The person in this role will work closely with the IT team to address incoming requests, reduce outstanding ticket volume, and strengthen overall service desk operations.

Responsibilities:

• Provide first-line technical assistance for hardware, software, user account, and access-related concerns across the organization.

• Monitor, organize, and respond to support requests in the ticketing system while helping reduce existing backlog.

• Support Microsoft-based environments, including Windows systems, Active Directory, and Azure-related access or configuration issues.

• Route advanced or specialized problems to the appropriate internal technology teams and ensure proper follow-up.

• Record incidents, troubleshooting steps, and final resolutions accurately within service management documentation.

• Recognize patterns in recurring support issues and suggest practical changes that improve service efficiency.

• Deliver attentive, user-focused assistance that builds trust and maintains strong working relationships with employees.

• Partner with other IT team members to resolve issues promptly and contribute to smoother support operations.

Requirements * Previous experience in a help desk, service desk, or IT support role assisting end users with technical issues.

• Hands-on familiarity with ServiceNow or a comparable ticket management platform.

• Working knowledge of Microsoft technologies, including Windows operating systems, Active Directory, and Azure.

• Solid troubleshooting and analytical skills with the ability to diagnose and resolve common technical problems.

• Strong written and verbal communication skills for supporting users and documenting technical activity clearly.

• Demonstrated ability to manage competing priorities effectively in a fast-moving support environment.

• Commitment to delivering high-quality customer service with a detail-oriented and approachable manner. 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.