Help Desk/Desktop Support Analyst

We are looking for a hands-on Help Desk/Desktop Support Analyst to join our team in Tonawanda, New York. This contract-to-permanent opportunity is well suited for an experienced IT support specialist who can resolve advanced technical issues, strengthen day-to-day support operations, and build strong relationships with end users. The person in this role will contribute as a senior technical resource while also helping elevate team performance through guidance and process improvement. This position offers a clear path toward future leadership growth for someone who brings initiative, sound judgment, and a service-focused mindset.

Responsibilities:
• Act as a higher-level resource for complicated incidents and service requests that require deeper technical analysis and resolution.
• Deliver Tier 2 and Tier 3 support for end-user devices, operating systems, business applications, and core workplace technology.
• Diagnose and resolve issues involving Windows desktops and laptops, Microsoft 365, Active Directory, printers, mobile devices, and endpoint tools.
• Prepare, install, and maintain computers and related equipment to ensure employees have reliable and secure technology resources.
• Manage user lifecycle support by handling employee onboarding, departures, password assistance, account access changes, and software entitlement updates.
• Assist with support for Microsoft-based platforms and business systems, including tools such as Microsoft Dynamics, Epicor P21, ServiceTitan, or similar enterprise applications.
• Track system notifications and service desk activity, then respond to technical problems in a timely and organized manner.
• Create clear documentation, maintain support procedures, and expand knowledge base content to improve consistency and efficiency across the team.
• Partner with internal departments and third-party vendors to coordinate solutions, remove recurring issues, and improve the overall user experience.
• Share knowledge with entry-level support staff by offering coaching, technical guidance, and practical troubleshooting support, while participating in after-hours coverage when needed.

Qualifications:

• At least 5 years of experience providing IT support within enterprise environments.
• Proven background handling escalated desktop support or help desk issues beyond entry-level troubleshooting.
• Strong working knowledge of Windows 10 and 11, Microsoft 365, Active Directory, and service desk ticket management.
• Demonstrated ability to troubleshoot hardware, software, user access, and endpoint-related problems efficiently.
• Experience assisting, training, or mentoring less experienced technicians in a team setting.
• Effective communication skills with the ability to support employees, technical teams, and external vendors professionally.
• Bachelor’s degree in Information Systems, Computer Science, or a related field preferred; equivalent practical experience will also be considered.
• Ability to work onsite in Tonawanda, New York, and participate in support coverage outside standard business hours as needed.

Compensation

$26.00-$34.00 Hourly

About Us

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.

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