Help Desk Analyst II

We are looking for a Help Desk Analyst II to provide dependable technical support for end users in Chicago, Illinois. This Long-term Contract opportunity is ideal for someone who enjoys resolving desktop, application, and access-related issues while delivering a positive support experience. The role focuses on troubleshooting Windows environments, Microsoft 365 tools, and device-related problems in a fast-paced service desk setting.

Responsibilities:
• Provide day-to-day technical assistance for users experiencing issues with laptops, desktops, operating systems, software applications, and connected peripherals.
• Diagnose and resolve problems across Windows-based environments, including login access, email functionality, hardware performance, and network-related disruptions.
• Support account administration tasks such as password resets, access updates, and directory-based user management through Active Directory and Microsoft Entra.
• Assist with device configuration, mobile and endpoint management, and policy support using Microsoft Intune and Microsoft 365 tools.
• Respond to and document incidents and service requests in a ticketing platform, ensuring timely follow-up, accurate updates, and proper resolution tracking.
• Troubleshoot Outlook, Office 365, and Exchange-related issues affecting communication, mailbox access, and productivity tools.
• Deliver clear, patient, and attentive support to users with varying technical skill levels while maintaining a strong customer service mindset.
• Escalate complex technical concerns when needed and collaborate with other IT teams to restore service efficiently.
• Contribute to support activities tied to telephony or collaboration platforms such as RingCentral when applicable.

Qualifications:

• Hands-on experience supporting Windows environments, including Windows 11 and general Microsoft desktop technologies.
• Working knowledge of Active Directory for user account support and access-related administration.
• Experience with Microsoft Intune, Microsoft 365, Outlook, and Office 365 or Exchange administration and troubleshooting.
• Familiarity with Microsoft Entra and its role in identity and access support.
• Ability to troubleshoot hardware, software, networking, and peripheral issues across end-user devices.
• Experience using ticket management systems to log, prioritize, and resolve service desk requests; exposure to ServiceNow is preferred.
• Strong customer support skills, including patience, professionalism, and effective communication with end users.

Compensation

$23.75-$27.50 Hourly

About Us

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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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