• Sr Help Desk Analyst

    Robert Half Technology (Jacksonville, FL)


    Description

    About the Role

     

    We’re seeking a Senior Help Desk Analyst to serve as a technical escalation point and mentor for our support team. This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex technical problems, and takes pride in delivering exceptional end-user support.

     

    You’ll play a key role in maintaining system reliability, improving support processes, and ensuring a high-quality experience for internal users and stakeholders.

    Key Responsibilities

    + Serve as a Tier II/III escalation point for complex desktop, application, and infrastructure issues

    + Diagnose and resolve issues related to Windows/macOS, Microsoft 365, networking, VPNs, and endpoint security

    + Support user onboarding/offboarding, including account provisioning and access management

    + Troubleshoot hardware, software, and peripheral issues across enterprise environments

    + Document solutions, procedures, and known issues to improve knowledge base and reduce repeat tickets

    + Mentor junior help desk staff and provide guidance on troubleshooting best practices

    + Collaborate with infrastructure, security, and application teams to resolve cross-functional issues

    + Monitor ticket queues, ensure SLA adherence, and help drive continuous process improvement

    Requirements

    Required Qualifications

    + 5+ years of experience in Help Desk, Desktop Support, or IT Support roles

    + Strong experience with Windows environments, Microsoft 365, and Active Directory

    + Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN)

    + Experience supporting remote users and enterprise endpoint environments

    + Excellent troubleshooting, communication, and documentation skills

    Preferred Qualifications

    + Experience with ticketing systems (ServiceNow, Jira, Zendesk, Freshservice, etc.)

    + Exposure to Azure AD / Entra ID and endpoint management tools (Intune, SCCM, JAMF)

    + Basic scripting or automation experience (PowerShell preferred)

    + IT certifications such as CompTIA A+, Network+, Security+, or ITIL

     

    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) .