Help Desk Technician

IT Helpdesk Technician – Tier 2 Support

Job Description

Robert Half is working with a client in Scottsdale, Arizona, seeking an experienced IT Helpdesk Technician to join their IT support team. This position will provide Tier 2 technical support, with occasional assistance on Tier 3 issues, to ensure employees receive timely and effective technology support.

The ideal candidate is a hands-on IT professional with strong troubleshooting abilities, excellent customer service skills, and experience supporting Windows-based environments. This individual will be responsible for resolving technical issues, managing support tickets, maintaining computer systems, and assisting with day-to-day IT operations.

Key Responsibilities

• Provide Tier 2 technical support for hardware, software, operating systems, and network connectivity issues.
• Troubleshoot, diagnose, and resolve technical problems involving desktops, laptops, printers, mobile devices, and peripheral equipment.
• Install, configure, upgrade, and maintain Windows computers and business applications.
• Manage and document technical support requests through an IT helpdesk ticketing system, ensuring timely resolution and appropriate escalation.
• Support Active Directory user administration, including account setup, password resets, and access-related issues.
• Troubleshoot basic LAN, WAN, TCP/IP, and wireless network connectivity issues.
• Perform routine system maintenance, operating system updates, malware removal, and hardware replacements.
• Assist with computer deployments, workstation setups, equipment inventory, and IT-related projects.
• Create and maintain technical documentation, troubleshooting procedures, and knowledge base articles.
• Provide technical assistance and guidance to employees while delivering a high level of customer service.
• Identify recurring technical issues and collaborate with the IT team to improve overall system reliability and support processes.

Required Qualifications

• Minimum of 2 years of professional IT Helpdesk, Desktop Support, or related technical support experience.
• Must possess at least ONE of the following:
• CompTIA A+ certification
• Microsoft certification
• Associate degree in Information Technology, Computer Science, or a related field
• Strong experience troubleshooting Windows operating systems, computer hardware, and business software.
• Working knowledge of Active Directory, including user account administration and password resets.
• Experience using an IT helpdesk ticketing system to manage, track, and resolve technical issues.
• Familiarity with Microsoft Office applications and common workplace technologies.
• Basic understanding of networking fundamentals, including TCP/IP, LAN, WAN, and wireless networking.
• Ability to diagnose and resolve technical issues independently while escalating complex problems when necessary.
• Strong communication, organizational, and customer service skills.
• Ability to manage multiple support requests and work effectively in a team environment.