Desktop Support Analyst II

Robert Half is partnering with a retail client to hire a Desktop Support Analyst II (contract with opportunity to go full-time) to provide hands-on technical support for end users across a Microsoft-centric environment. This role will be responsible for troubleshooting hardware, software, and access-related issues. The ideal candidate is customer-focused, technically proficient, and capable of resolving escalated support issues in a fast-paced environment.

Responsibilities:

• Provide Tier 2 desktop and end-user support for Windows 11 workstations, laptops, and POS equipment.

• Support user accounts, permissions, and device management within Azure Active Directory (Entra ID).

• Diagnose common hardware, software, and operating system problems and apply practical solutions to restore functionality.

• Configure, enroll, update, and maintain endpoint devices while enforcing security and compliance policies.

• Perform software installations, hardware upgrades, system imaging, and asset management activities.

• Manage and deploy devices using Microsoft Intune and Windows Autopilot.

• Provide support for Shopify POS systems, including retail hardware.

• Create and maintain technical documentation, user guides, and knowledge base articles.

• Participate in onboarding and offboarding processes, including account provisioning, device deployment, and access management.

• Utilize Zendesk to manage support tickets, document resolutions, and maintain service level agreements (SLAs).

• 3+ years of experience in desktop support, service desk, or end-user support roles.

• Working knowledge of Active Directory for account support and access management.

• Hands-on experience supporting Microsoft Windows 10/11 and general Microsoft Windows environments.

• Ability to perform basic troubleshooting for hardware, software, and user access issues.

• Experience managing devices through Microsoft Intune and Windows Autopilot.

• Knowledge of Azure Active Directory (Entra ID), identity management, and MFA.

• Experience using ticketing platforms such as Zendesk.

• Understanding of endpoint security, patch management, and device compliance practices.

• Excellent troubleshooting, problem-solving, and customer service skills.

• Strong written and verbal communication abilities.

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.