Support Specialist I (Contract Talent)

Robert Half•San Ramon, CA

12d

About The Position

Robert Half is seeking a Support Specialist I to coordinate, diagnose, and troubleshoot incoming global employee support interactions. The role provides Robert Half or Protiviti support services for technical, hardware, and IT issues reported by employees using laptops and desktops, including local and remote personnel and, as needed, candidates and branch locations. Support is delivered through various remote access methods. The specialist resolves problems promptly or escalates them to appropriate technical personnel, provides timely incident-status updates to management and end users, maintains effective user relationships, and follows standard operating procedures and customer-service guidelines for remote IT support.

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 while following established processes.
Ability to demonstrate urgency, professionalism, reliability, and consistent attendance.
Ability to multitask and adapt to changing priorities or processes.
Basic problem-solving and organizational abilities.
Decision-making and time-management skills.
Ability to handle escalated and time-sensitive issues, research issues, and exercise judgment.
Ability to follow directions and procedures and prioritize work assignments.
Ability to manage conflict and maintain confidentiality.
Ability to share knowledge with the team.
Adherence to Robert Half's LEAD Principles and standards of conduct.

Nice To Haves

College degree.
A+ certification and Network Essentials.
One year of technical support experience.

Responsibilities

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