Support Specialist I (Contract Talent)

Robert Half•San Ramon, CA

25d•$22 - $32

About The Position

Robert Half is seeking a Support Specialist I to coordinate, diagnose, and troubleshoot global employee support interactions. The role provides technical, hardware, and IT support for employee-reported issues involving laptops and desktops, including support for local and remote personnel and, as needed, candidates and branch locations. Support is provided through various network remote-access methods. The specialist resolves issues promptly or escalates them to appropriate technical personnel, provides timely case-status updates to management and end users, maintains effective user relationships, and follows standard operating procedures and customer-service guidelines for remote IT support. This position also assists users migrating to a new user tenant, routes support interactions to the appropriate support level, performs service interactions for corporate and field users, and records incidents in the support team's tracking database. The specialist incorporates constructive feedback and proactively researches ways to improve their work.

Requirements

High school diploma or equivalent.
Basic PC troubleshooting knowledge.
Basic experience using Microsoft Office Suite.
Basic understanding of Windows operating systems and remote connectivity methods.
Effective oral, written, and interpersonal communication skills.
Ability to work independently and with others using established processes.
Ability to demonstrate urgency and a professional communication manner.
Ability to share knowledge with the team and adhere to Robert Half's LEAD Principles.
Ability to multitask and adapt to changing priorities or processes.
Basic problem-solving and organizational ability.
Decision-making and time-management skills, including the ability to handle escalated and time-sensitive issues.
Ability to research issues and exercise judgment.
Ability to follow directions and procedures.
Reliability and dependable attendance.
Ability to prioritize work assignments, manage conflict, and maintain confidentiality.

Nice To Haves

College degree.
A+ and Network Essentials certifications or knowledge.
One year of technical support experience.

Responsibilities

Answer front-line support interactions and assist users migrating to a new user tenant.
Assign support interactions to the appropriate level of support when further assistance is needed.
Perform service interactions for corporate and field users.
Document support incidents in the support team's Incident Tracking Database.
Provide timely resolution of problems or escalate them to appropriate technical personnel.
Provide timely case-status updates to management and end users.
Maintain effective user relationships and follow standard operating procedures and customer-service guidelines for remote IT support.
Incorporate constructive feedback into daily work and proactively research ways to improve.