Support Specialist I (Contract Talent)

Robert Half•San Ramon, CA

About The Position

Robert Half is seeking a Support Specialist I who will coordinate, diagnose and troubleshoot incoming global employee support interactions. This role provides Robert Half or Protiviti support services on technical, hardware, and information technology issues reported by employees involving laptops and desktops from local and remote personnel (may include candidate and branch location support as needed) using various remote access methods. The specialist will provide timely resolution of problems or escalation on behalf of the customer to appropriate escalation technical personnel. They will also provide timely case (incident) status updates to management and end-users, support and maintain effective user relationships, and adhere to standard operating procedures and customer service guidelines relating to remote IT support.

Requirements

High School diploma or equivalent.
1 year technical support experience preferred.
Basic PC troubleshooting knowledge.
Basic level of experience with using Microsoft Office Suite.
Basic understanding of Windows OS and remote connectivity methods.
Effective oral, written, and interpersonal communication skills.
Ability to work using set processes independently and with others.
Ability to demonstrate a sense of urgency.
Share knowledge with team.
Ability to demonstrate a professional communication manner.
Adhere to standard of conduct in keeping with RH's LEAD Principles.
Ability to multi-task and ability to adapt to changing priorities or processes.
Demonstrated basic problem-solving and organizational ability.
Decision making ability and time management skills.
Ability to handle escalated and time sensitive issues.
Ability to research issues and exercise judgment.
Ability to follow directions, procedures.
Ability to demonstrate reliability and attendance.
Ability to prioritize work assignments.
Ability to manage conflict.
Ability to maintain confidentiality.

Nice To Haves

College degree preferred.
A+ & Network Essentials preferred.

Responsibilities

Answer front line support interactions and assist users migrating to new user tenant.
Assign support interactions to appropriate level support for further assistance as needed.
Perform service interactions for corporate and field users and document all support incidents into support team Incident Tracking Database.
Listen to constructive feedback and incorporate feedback into daily work style.
Look at areas to improve and proactively research best method for improvement.