Help Desk/Desktop Support Analyst

Robert Half is hiring! We are looking for a Help Desk Analyst to provide responsive technical support for employees and onsite operations in Fletcher, North Carolina. This position focuses on resolving IT issues efficiently, supporting end users across core infrastructure services, and collaborating with internal technology teams to maintain dependable day-to-day service. The role also contributes to device management, account administration, and consistent service delivery across a global support environment.

Responsibilities:

• Respond to support requests and incident tickets promptly, prioritizing issues that affect onsite operations and the broader employee population.

• Diagnose and resolve hardware, software, and infrastructure-related problems by working directly with users and partnering with applications and infrastructure teams when needed.

• Deliver first- and second-level technical support for essential IT services in line with established service expectations and support procedures.

• Administer the complete user account lifecycle, including provisioning, access updates, license assignment changes, and deactivation through Active Directory and Microsoft Entra ID.

• Oversee endpoint setup and ongoing device management activities using Microsoft Intune and Windows Autopilot to support secure and efficient deployment.

• Follow defined service management practices when handling incidents, requests, and escalations to ensure consistent support delivery.

• Coordinate with external vendors and internal IT colleagues to investigate issues and drive timely resolution of more complex technical problems.

• Troubleshoot business application and system-related concerns, communicate progress clearly, and provide updates through resolution.

• Support global operations by transferring unresolved items across regional teams and assisting with issues from the shared IT queue as required.

• Maintain accurate technical documentation, uphold data standards, and recommend process improvements that strengthen operational control.

• Experience supporting end users in a help desk, desktop support, or service desk environment.
• Working knowledge of Active Directory and Microsoft Entra ID for user access and account administration.
• Hands-on experience with Windows 10 and general Microsoft Windows troubleshooting.
• Familiarity with service desk ticket management and incident resolution processes.
• Exposure to Microsoft Intune and endpoint administration in a business environment.
• Ability to investigate technical issues methodically and communicate solutions clearly to users and stakeholders.
• Comfortable collaborating with cross-functional IT teams and external support partners to resolve problems.
• Strong organizational skills with the flexibility to manage shifting priorities in a global support setting.