• Sr Help Desk Analyst

    Robert Half Technology (Jacksonville, FL)


    Description

    We are seeking a Senior Help Desk Analyst to provide advanced end-user support and serve as an escalation point for complex technical issues. This role blends hands-on troubleshooting with mentorship, process improvement, and close collaboration with infrastructure and security teams.

     

    If you enjoy solving challenging problems, supporting junior analysts, and improving IT service delivery, this role offers both impact and growth.

    Key Responsibilities

    + Provide Tier 2 / Tier 3 support for end-user technical issues

    + Act as an escalation point for unresolved Tier 1 tickets

    + Troubleshoot complex Windows 10/11, Microsoft 365, and application issues

    + Manage and support Active Directory, Azure AD / Entra ID, and Group Policy

    + Support Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint

    + Diagnose basic networking issues (DNS, DHCP, VPN, TCP/IP)

    + Support hardware, printers, peripherals, and mobile devices

    + Mentor and guide junior Help Desk analysts

    + Assist with onboarding/offboarding and access provisioning

    + Document solutions, improve knowledge base articles, and refine SOPs

    + Work closely with Systems, Network, and Security teams on escalations

    Requirements

    Required Qualifications

    + 3–5+ years of experience in Help Desk, Service Desk, or IT Support roles

    + Strong experience supporting Windows 10/11 environments

    + Hands-on experience with Microsoft 365 administration

    + Solid understanding of Active Directory, Group Policy, and user lifecycle management

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

    + Proven ability to troubleshoot issues independently and efficiently

    + Strong communication skills with both technical and non-technical users

    Preferred Qualifications

    + Experience with Azure AD / Entra ID, MFA, and Conditional Access

    + Exposure to Intune / endpoint management tools

    + Experience supporting remote and hybrid workforces

    + IT certifications (CompTIA A+, Network+, Security+, Microsoft certifications)

    + Prior experience mentoring or leading junior analysts

     

    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.

     

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