• Lead Help Desk Analyst

    Robert Half Technology (Itasca, IL)


    Description

    We are seeking a dedicated and experienced Lead Help Desk Analyst to oversee and manage the delivery of technical support to end users. In this role, you will leverage your expertise in Microsoft technologies, Windows environments, and end-user support to ensure service excellence, adherence to SLAs, and proactive issue resolution. If you’re passionate about user support, technical problem-solving, and team leadership, this could be the ideal opportunity for you!

     

    Key Responsibilities End-User Support: Provide hands-on support and guidance to end users, troubleshooting and resolving technical issues related to Microsoft products, Windows operating systems, Intune, Microsoft Teams, and O365. Team Leadership: Function as the main point of contact for help desk operations, mentoring and supporting junior analysts to ensure timely and effective issue resolution. Service Management: Monitor and ensure adherence to SLAs (Service Level Agreements), prioritizing and escalating issues when needed to meet service expectations. Intune Device Management: Manage and support devices using Microsoft Intune, ensuring proper deployment, configuration, and security protocols are followed. Microsoft Teams and O365 Administration: Support collaboration platforms such as Microsoft Teams and O365 by managing licenses, troubleshooting connectivity issues, and assisting users in maximizing productivity. Documentation and Reporting: Create and maintain documentation for processes, troubleshooting guides, user manuals, and system configurations. Provide regular reports to leadership on help desk activities and trends. Systems Maintenance: Maintain and monitor Windows environments to ensure stability and performance, executing upgrades and patches as needed.

     

    Requirements Qualifications and Skills Required: 3+ years of experience in an IT help desk or user support role, with at least 1 year in a leadership or senior analyst position. Strong expertise in Microsoft technologies, including Windows OS, Intune, Microsoft Teams, and O365 administration. Familiarity with Service Level Agreements (SLAs) and demonstrated ability to meet or exceed service expectations. Proven troubleshooting and problem-solving skills in a dynamic work environment. Strong verbal and written communication skills, with the ability to guide end users and communicate technical concepts clearly. Valued Skills: Experience with IT ticketing systems, such as ServiceNow or Zendesk. Knowledge of Active Directory (AD) and Group Policy configurations. Certification in Microsoft technologies (e.g., MCSA, Microsoft Certified: Endpoint Administrator Associate) is a strong plus. Experience with hardware troubleshooting (desktops, laptops, mobile devices, printers, etc.). 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.

     

    Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

     

    All applicants applying for U.S. job openings must be legally authorized to work in the United States. 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. Visit roberthalf.gobenefits.net for more information.

     

    • 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .