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# Help Desk Analyst II

- **Company:** Robert Half
- **Location:** Atlanta, GA, United States
- **Experience:** Experienced
- **Contract:** Temporary contract
- **Skills:** Microsoft Access, Microsoft Windows, Active Directory, Microsoft Outlook, System Configuration, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Network Connections, Office Suite, Azure Active Directory, Remote Service Software, TCP/IP, Wi-Fi Technology, Connectivity Problems, Office365, Software Troubleshooting, Peripherals, Microsoft InTune, Laptops, Servicenow, User Accounts
- **Published:** October 7, 2026
- **Apply:** https://www.atlantacareerpath.com/job.asp?id=3423480857&tx=JR3327FFG&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

* 2+ years of Help Desk, Service Desk, Desktop Support, or IT Support experience.
 * Strong Windows 10/11 troubleshooting skills.
 * Hands-on experience with Active Directory.
 * Familiarity with Microsoft Entra ID / Azure AD.
 * Experience supporting Microsoft 365.
 * Understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic networking.
 * Experience with remote support tools and ticketing systems such as ServiceNow.
 * Experience installing, configuring, and troubleshooting software and hardware.
 * Strong customer service and communication skills.

## Description

The Help Desk II / IT Support Specialist provides Tier 2 technical support to end users across a Microsoft-based enterprise environment. This position is responsible for troubleshooting hardware, software, operating system, account access, network connectivity, and Microsoft 365 issues that require deeper investigation beyond Tier 1 support.

The ideal candidate has strong Windows troubleshooting experience, understands Active Directory and Microsoft Entra ID, and is comfortable supporting users through a ticketing system while documenting issues and resolutions., * Provide Tier 2 support for Windows 10/11 desktops, laptops, mobile devices, printers, and peripherals.

 * Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
 * Support Active Directory and Microsoft Entra ID user accounts, groups, permissions, password resets, and account lockouts.
 * Troubleshoot VPN, Wi-Fi, TCP/IP, DNS, DHCP, and general network connectivity issues.
 * Support endpoint provisioning, software installation, imaging, and device configuration.
 * Assist with Microsoft Intune-managed devices and endpoint compliance issues.
 * Troubleshoot MFA, SSO, and authentication issues.
 * Work incidents and service requests through ServiceNow or a comparable ITSM platform.
 * Escalate infrastructure, networking, security, and application issues when necessary.
 * Maintain accurate ticket documentation and contribute to knowledge-base articles.