Robert Half is seeking a Support Specialist II who will coordinate, diagnose, and troubleshoot incoming global employee calls, tickets and external webmaster candidate emails. They provide support services to employees and candidates with technical problems and information technology issues involving desktop from local personnel and field office employees as well as employees using network remote access. The Support Specialist provides timely resolution of problems or escalation on behalf of customer or candidate to appropriate technical personnel. They provide case (incident) status updates to management and end-users. The Support Specialist supports and maintains effective relationships with users. They adhere to standard operating procedures and customer service guidelines relating to remote IT support.
Specific responsibilities will include:
* Answer front line support calls from corporate and field users with the ability to assist users with ""how to questions"" on various technical Issues. * Troubleshoot and resolve computer, network, and/or software issues including basic terminal server user maintenance from corporate and field users. Document all support incidents into support team incident tracking database. * Contribute to support team knowledge base on a regular basis with current and relevant customer and team documentation. * Able to help spot trends and work to validate solutions. * Assign tasks to third level support and/or IT escalation teams for further assistance.
* High School diploma or equivalent. College degree preferred. * 2+ years' technical support experience preferred. * MCSE or equivalent experience preferred. * PC troubleshooting knowledge. * Medium level of experience with using Microsoft Office Suite. * Good understanding of Windows OS. * Ability to respond to phone calls, emails and incidents 80% of an 8 hour day at a desk in a cube environment. * Enter via keyboard information into a CRM database. * Make decisions as to what issues and to which department to escalate problems while gauging the impact and priority of these issues for our customers. * Assist Level I technicians with troubleshooting. * Ability to meet department standards. * Occasionally attend meetings in person and sometimes through conference calls. * Ability to perform work with limited instruction. * Consults with Level 3 or Lead/Supervisor as needed or on issues that require approval and exceed limit of authority.
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Robert Half International Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran
As part of Robert Half's corporate facility employment process, any offer of employment is contingent upon successful completion of a background check.
You may apply for this position online, or by mail. Robert Half is committed to being an equal employment employer offering opportunities to all job seekers including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to firstname.lastname@example.org for assistance.
In your email please include the following:
* The specific accommodation requested to complete the employment application * The location(s) (city, state) to which you would like to apply.
By mail: Please mail your cover letter and resume to: Corporate Staffing Robert Half 2613 Camino Ramon San Ramon, CA 94583-9128
CA PLEASANTON STONERIDGE BLDG
About Robert Half
Robert Half provides skilled professionals in the fields of accounting and finance, technology, legal, creative, marketing, and administration.