Desktop Support Analyst II

Job Description

Desktop Support Analyst II

Onsite Austin, TX Contract with potential to hire

Robert Half is partnering with a retail client to hire a Desktop Support Analyst II (contract with opportunity to go full-time) to provide hands-on technical support for end users across a Microsoft-centric environment. This role will be responsible for troubleshooting hardware, software, and access-related issues. The ideal candidate is customer-focused, technically proficient, and capable of resolving escalated support issues in a fast-paced environment.

Responsibilities:

• Provide Tier 2 desktop and end-user support for Windows 11 workstations, laptops, and POS equipment.

• Support user accounts, permissions, and device management within Azure Active Directory (Entra ID).

• Diagnose common hardware, software, and operating system problems and apply practical solutions to restore functionality.

• Configure, enroll, update, and maintain endpoint devices while enforcing security and compliance policies.

• Perform software installations, hardware upgrades, system imaging, and asset management activities.

• Manage and deploy devices using Microsoft Intune and Windows Autopilot.

• Provide support for Shopify POS systems, including retail hardware.

• Create and maintain technical documentation, user guides, and knowledge base articles.

• Participate in onboarding and offboarding processes, including account provisioning, device deployment, and access management.

• Utilize Zendesk to manage support tickets, document resolutions, and maintain service level agreements (SLAs).

• 3+ years of experience in desktop support, service desk, or end-user support roles.

• Working knowledge of Active Directory for account support and access management.

• Hands-on experience supporting Microsoft Windows 10/11 and general Microsoft Windows environments.

• Ability to perform basic troubleshooting for hardware, software, and user access issues.

• Experience managing devices through Microsoft Intune and Windows Autopilot.

• Knowledge of Azure Active Directory (Entra ID), identity management, and MFA.

• Experience using ticketing platforms such as Zendesk.

• Understanding of endpoint security, patch management, and device compliance practices.

• Excellent troubleshooting, problem-solving, and customer service skills.

• Strong written and verbal communication abilities.