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# Help Desk Analyst II

- **Company:** Robert Half
- **Location:** Baltimore, MD, United States
- **Contract:** Temporary contract
- **Skills:** Multitier Architecture, Microsoft Windows, Collaborative Software, Linux, Document Management Systems, Issue Tracking Systems, Microsoft Software, Single Sign-On, Okta, Office365, Zendesk
- **Published:** October 9, 2026
- **Apply:** https://www.baltimorejobsite.com/job.asp?id=3426226251&tx=JP10801LFU&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

* Document troubleshooting steps, resolutions, and escalation details accurately within the ticketing system to support visibility and knowledge sharing. Requirements - Prior experience in a Help Desk Analyst or desktop support role with the ability to independently handle Tier I and Tier II technical issues.
 * Hands-on proficiency with Zendesk or a comparable ticket management platform in a structured support environment.
 * Working knowledge of Microsoft Office 365, Windows 11, Linux systems, and identity access tools such as Okta.
 * Experience supporting conference room and collaboration technology, particularly Zoom-based meeting environments.
 * Strong customer service skills with a patient, detail-oriented approach when assisting users with different levels of technical comfort.
 * Ability to work onsite five days per week in Baltimore, Maryland during standard business hours.
 * Willingness to complete required pre-employment screening, including employment-related screening requirements and vaccination verification. Technology Doesn't Change the World, People Do., All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

## Description

* Provide onsite technical support for staff by diagnosing and resolving hardware, software, account access, and workstation issues across Windows 11, Linux, and Microsoft-based environments.
 * Manage incoming service requests through Zendesk, prioritize issues appropriately, and resolve Tier I and Tier II incidents while escalating more advanced problems when necessary.
 * Support Office 365 applications, Okta single sign-on access, and other cloud-based business tools to keep employees productive and secure.
 * Maintain and troubleshoot Zoom-enabled conference room systems, including collaboration technology such as Neat and Poly devices, to ensure reliable meeting experiences.
 * Assist users with content access and collaboration platforms, including cloud document management tools, while promoting efficient day-to-day usage.
 * Work closely with a small technology team to deliver responsive service, share updates on recurring issues, and contribute to consistent support practices.
 * Communicate clearly with users of different technical backgrounds, providing patient guidance and practical solutions that improve the overall support experience.