Level 2 Help Desk Technician

We are seeking a Level 2 Help Desk Technician to serve as the escalation point for a busy end user support environment. This role handles the tickets that Level 1 cannot resolve, owns them through resolution, and helps keep the wider team running smoothly., * Resolve escalated hardware, software, and network incidents across Windows 10 and Windows 11 environments

• Support Microsoft 365, Active Directory, and Entra ID account and access issues
• Image, configure, and deploy desktops, laptops, and mobile devices
• Troubleshoot VPN, printing, and basic network connectivity problems
• Document resolutions and update knowledge base articles for the Level 1 team
• Manage tickets in the ITSM platform against defined SLAs
• Provide occasional deskside and remote support to end users across multiple sites

• 3 or more years in a help desk or desktop support role
• Strong troubleshooting skills across Windows OS, Microsoft 365, and common business applications
• Working knowledge of Active Directory and Entra ID
• Experience with an ITSM ticketing platform such as ServiceNow, Jira, or Freshservice
• Excellent communication and customer service skills, * CompTIA A+, Network+, or Microsoft certifications
• Experience with Intune or SCCM for endpoint management
• Familiarity with ITIL practices

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.