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.
What You'll Do
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.
What You'll Need
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.
The typical annual salary range for this position is shown below and is negotiable depending upon experience and location.
$52,000.00 - $75,000.00We offer exceptional earning potential and a competitive benefits package, including 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, and short/long term disability. Robert Half provides paid time off for vacation, personal needs, and sick time. The amount of Choice Time Off (CTO) our people receive varies based on their years of service and is pro-rated based on the hours worked per week. A new hire earns up to 17 days of CTO per calendar year. Our people also receive up to 11 paid holidays per calendar year. We also offer the opportunity to contribute to our company 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. Learn more at https://roberthalfbenefits.com.
Robert Half Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran
As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.
Our recruiters use their expertise and may utilize AI to help with their evaluation of candidates.
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 HRSolutions@roberthalf.com or call 1.855.744.6947 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.
For positions located in San Francisco, CA: Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
For positions located in Los Angeles County, CA: Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.