Help Desk Analyst - Tier II at Robert Half Charlotte, NC

Help Desk Analyst - Tier II job at Robert Half. Charlotte, NC. Key Responsibilities Provide Tier II technical support for hardware, software, network connectivity, and user account issues. Respond to tickets via phone, email, or remote tools; document all incidents and resolutions in the ticketing system. Install, configure, and maintain Windows 10/11, Office 365, Active Directory, VPN, and mobile devices. Escalate complex issues to Tier III or Systems teams as needed. Assist with onboarding/offboarding, hardware imaging, and software deployments. Collaborate with internal IT teams to maintain strong SLAs and consistent end-user satisfaction. Environment & Tools Systems: Windows, macOS, Office 365, Azure AD Networking: DNS, DHCP, TCP/IP troubleshooting Tools: ServiceNow, Jira, SCCM, Intune, or similar Methodology: ITIL best practices, ticket-based support environments Requirements & Qualifications 3-5 years of help desk or IT support experience in a corporate or managed services setting. Strong troubleshooting ability across Windows environments and core business applications. Familiarity with Active Directory, Exchange, and Azure administration. Excellent communication and documentation skills. Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator preferred. Benefits Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. All applicants applying for U.S. job openings must be legally authorized to work in the United States. An Equal Opportunity Employer. M/F/Disability/Veterans. #J-18808-Ljbffr Itlearn360