Support Specialist II

Robert Half•San Ramon, CA

1d•Onsite

About The Position

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.

Requirements

High School diploma or equivalent.
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.

Nice To Haves

College degree preferred.

Responsibilities

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 spot trends and work to validate solutions.
Assign tasks to third level support and/or IT escalation teams for further assistance.

Benefits

group health insurance benefits (medical, vision, dental)
FSA and HSA healthcare accounts
life and accident insurance
adoption and fertility assistance
paid parental leave of up to 6 weeks
short/long term disability
paid time off for vacation, personal needs, and sick time
up to 17 days of Choice Time Off (CTO) per calendar year
up to 11 paid holidays per calendar year
401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees.