Help Desk Analyst II

Job Description

Job Description

****100% onsite in Eden Prairie, MN****

Robert Half has a client looking for a Desktop II to join their small onsite desktop team in Eden Prairie, Minnesota. This role is for roughly 6-8 weeks coverage as this team of 3 will have 2 people on leave for that period of time. In this customer-facing role, you will deliver both in-person and remote technical assistance, helping users stay productive by resolving device, software, and access-related issues. The ideal candidate brings strong troubleshooting ability, clear communication, and a service-oriented approach to managing requests in a fast-paced support environment. There are roughly 75 people onsite you'd support directly on tier 1 and 2 issues along with 1,500 global users that have a tier 1 help desk and certain issues the help desk can't resolve would be escalated to you for support..

Responsibilities:

• Deliver frontline technical assistance for internal users by handling support requests, diagnosing issues, and resolving desktop, laptop, software, and mobile device problems through remote and onsite support.

• Prepare and distribute end-user equipment such as computers and mobile devices, ensuring systems are configured correctly, required applications are installed, and devices are ready for business use.

• Investigate and resolve problems involving Windows environments, Microsoft 365 applications, and other enterprise tools while escalating more complex matters to the appropriate technical teams when needed.

• Maintain accurate records for incidents, service requests, actions taken, and final resolutions so ticket updates remain current and complete throughout the support lifecycle.

• Track technology assets from assignment through return, refresh, and retirement, including staging returned equipment, securely clearing devices, and supporting inventory accuracy.

• Support software compliance efforts by verifying licensing during deployment and routine support activities and identifying exceptions for follow-up.

• Assist with endpoint administration tasks related to patching, antivirus coverage, and device management platforms by following established operational procedures.

• Troubleshoot printers and other office peripherals and partner with network-focused teams when connectivity or infrastructure issues fall outside desktop support scope.

• Contribute to team knowledge resources by creating and updating support documentation for recurring issues, common fixes, and standard processes.

ANYONE INTERSTED IN THIS SHORT CONTRACT IN EDEN PRAIRIE SHOULD CONTACT ROBERT BROMMEL AT View phone number on ziprecruiter.com for more details.

• Hands-on experience supporting and troubleshooting Windows desktops and laptops in an IT environment.
• Working knowledge of Windows 10 and Windows 11, along with Microsoft 365 application support.
• Familiarity with Active Directory for common user and device administration tasks.
• Basic understanding of network connectivity concepts as they relate to end-user support and issue isolation.
• Experience using service desk or ticketing platforms to document requests, track progress, and record resolutions.
• Exposure to endpoint management or software deployment tools such as Intune, Configuration Manager, or similar platforms.
• Ability to support mobile devices, including iOS and Android, in a business setting.
• Strong customer service, communication, and prioritization skills with the ability to manage multiple requests effectively.