Description We are in search of a skilled Help Desk Analyst II to join our team located in EAST HARTFORD, Connecticut. In this role, you will be the primary resource for advanced monitoring and technical support for our customers, dealing with inbound technical support and infrastructure systems such as Windows Desktop, Windows Server, and Mac OS. This role is a contract position and offers an excellent opportunity to hone your troubleshooting and problem-solving skills while providing high-quality customer service.

Responsibilities:

• Serve as the primary point of contact for advanced monitoring and technical support

• Handle inbound technical support inquiries from managed services customers

• Support infrastructure systems and software, including Windows Desktop, Windows Server, Mac OS, and basic network troubleshooting

• Demonstrate effective troubleshooting skills and in-depth knowledge of Windows Operating systems and maintenance principles

• Handle customer support requests via email and phone, providing timely and effective solutions

• Support systems monitoring and maintenance, ensuring optimal performance and reliability

• Perform systems administration tasks as necessary, including backup and endpoint security

• Provide onsite support as needed, addressing customer issues directly

• Manage MSP platforms, including remote monitoring and management tools and internal documentation

• Deliver excellent customer service, maintaining clear communication and positive relationships with customers.

Skills:

• Proficiency with ConnectWise software

• Comprehensive knowledge of cybersecurity concepts

• Excellent troubleshooting, problem-solving, and analytical skills

• Strong verbal and written communication skills

• Familiarity with remote collaboration tools such as Zoom, WebEx, and Microsoft Teams

• Understanding of network security principles and integrated security solutions. Requirements • Proven experience as a Help Desk Analyst or similar role in IT support.

• Proficiency in using and troubleshooting software application issues.

• Familiarity with ConnectWise software is a must.

• Excellent problem-solving skills and ability to prioritize tasks.

• Ability to communicate technical information in an understandable manner to non-technical users.

• Demonstrated ability to work effectively in a team environment.

• Strong knowledge of computer systems, networks, and appropriate software applications.

• Superior written and verbal communication skills.

• Ability to work under pressure and manage multiple tasks simultaneously.

• Commitment to providing excellent customer service.

• Relevant certification in IT or related field is preferred.

• Ability to work flexible hours, as needed, to support end-users. Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

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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