Help Desk/Desktop Support Analyst

About the role

Onsite | Austin, TX | Contract-to-Hire. Robert Half is hiring a customer-focused Help Desk/Desktop Support Analyst to deliver advanced technical assistance for end users in Austin, Texas. This contract-to-hire position supports day-to-day IT operations by addressing escalated issues, improving service quality, and helping maintain reliable workplace technology across a manufacturing environment. The role is well suited for someone who combines strong troubleshooting ability with clear communication and a commitment to resolving issues thoroughly.

Responsibilities

• Act as the next level of support for issues that require deeper investigation beyond initial service desk handling.
• Diagnose and resolve technical problems involving desktops, laptops, operating systems, business applications, user accounts, and network connectivity.
• Handle incidents and service requests in accordance with response targets, while keeping users informed on progress and expected resolution timelines.
• Partner with infrastructure teams, engineering resources, and external providers when complex problems require broader technical collaboration.
• Prepare, configure, deploy, and support endpoint devices, including Windows, macOS, and mobile hardware used across the organization.
• Provide administration and user support for core workplace technologies such as Microsoft 365, Entra ID, email, file-sharing, and collaboration platforms.
• Document troubleshooting steps, completed fixes, and repeatable solutions to strengthen the knowledge base and improve future support efficiency.
• Review recurring support trends, recommend practical service improvements, and contribute ideas for automation or process refinement.
• Assist with employee onboarding and offboarding by setting up equipment, assigning access, and ensuring IT standards are followed.
• Offer day-to-day guidance to Tier 1 team members and promote consistent support practices across the service desk.

Requirements

• 3 to 5 or more years of experience in IT support, desktop support, or service desk environments, including work at an escalated support level.
• Strong hands-on troubleshooting skills with Microsoft Windows 10, Microsoft-based environments, and general desktop hardware and software issues.
• Experience supporting identity and access tools such as Active Directory and Azure AD or Entra ID.
• Working knowledge of Microsoft 365 applications and services, including Teams, Exchange, SharePoint, and OneDrive.
• Familiarity with endpoint administration tools such as Intune, AirWatch, Workspace ONE, or comparable device management platforms.
• Understanding of core networking concepts, including IP connectivity, wireless access, DNS, DHCP, and basic network troubleshooting.
• Experience managing service desk tickets through a formal ticketing platform and maintaining accurate support documentation.
• Strong verbal and written communication skills with the ability to prioritize multiple requests in a fast-paced environment.

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.