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.
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