Help Desk Analyst II

We are looking for a skilled Help Desk Analyst II to join our team in Palmer, Massachusetts. This long-term contract position involves providing comprehensive support for end-user environments, ensuring the smooth operation of desktop systems and business software applications. The role requires a proactive individual who can address technical issues effectively while maintaining strong communication with various departments and external vendors.

Responsibilities:

• Deliver Tier-1 and Tier-2 technical support to users within the corporate environment.

• Manage and maintain desktop operating systems and business software applications, including patching, troubleshooting, and software installations.

• Perform hardware and software inventory management and coordinate office relocations.

• Deploy operating systems using desktop imaging tools to ensure efficient system setup.

• Repair and upgrade laptops and desktop computers to meet user needs.

• Record and track incidents and service cases accurately in the ServiceNow database.

• Provide direct user support and escalate complex issues to higher technical teams when necessary.

• Respond promptly to service requests, analyzing the scope of support required and delivering solutions.

• Administer user access accounts, manage shared resources, and create user groups.

• Collaborate with departments and vendors to ensure reliable infrastructure and technical issue resolution.

• Proficiency in Microsoft Windows 10 operating system.
• Experience in providing Tier-1 and Tier-2 technical support to end users.
• Strong skills in desktop operating system maintenance and business software application management.
• Ability to use desktop imaging tools for operating system deployment.
• Knowledge of hardware repair and upgrades for laptops and desktop PCs.
• Familiarity with incident tracking systems such as ServiceNow.
• Excellent communication skills to interact with internal teams, management, and external vendors.
• Problem-solving abilities and the capacity to prioritize and respond to user requests efficiently.
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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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