Tier II Helpdesk

Description We are looking for a Tier II Helpdesk specialist to deliver responsive technical support for a growing organization in Bedford, Massachusetts. This Long-term Contract position is ideal for someone who enjoys working in a fast-moving environment, providing high-touch service, and helping employees stay productive across day-to-day technology needs. The role will play an important part in supporting workforce growth through onboarding activities while also contributing to office-related IT coordination and end-user support.

Responsibilities:

• Deliver first- and second-level technical assistance for employee issues involving computers, software, mobile devices, and connectivity.

• Diagnose and resolve problems across Windows environments and Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.

• Prepare technology for new hires and departing employees by setting up accounts, configuring laptops, assigning access, and installing required applications.

• Manage incoming requests through the ticketing platform and ensure incidents are addressed within defined service expectations.

• Maintain user identities and permissions within Active Directory, Azure AD, and the Microsoft 365 administration portal.

• Carry out routine endpoint upkeep, system updates, and checks related to security and compliance standards.

• Support meeting room technology and conferencing platforms, including Teams Rooms, Zoom, and related audio/visual equipment.

• Track hardware inventory, monitor asset status, and assist with device replacement planning throughout the equipment lifecycle.

• Create accurate support documentation by recording resolutions, updating troubleshooting steps, and contributing to internal knowledge resources.

• Assist with IT needs tied to organizational growth and office relocation activities, ensuring a smooth experience for employees during transitions. Requirements * 2+ years of experience in IT help desk, desktop support, or a similar technical support position.

• Hands-on knowledge of Windows 10/11, Microsoft operating systems, and basic troubleshooting for end-user devices.

• Experience supporting Microsoft 365 and common business applications in an enterprise environment.

• Working knowledge of Active Directory, Azure AD, and user account administration.

• Familiarity with service desk or ticket management tools such as ServiceNow, Jira, or Zendesk.

• Understanding of core networking concepts such as TCP/IP, DNS, DHCP, and wireless connectivity.

• Strong customer service approach with the ability to communicate clearly with both technical and non-technical users.

• Ability to stay organized, manage multiple priorities, and work effectively both independently and within a collaborative team. 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.