Description
Responsibilities:
Deliver second-tier support via desk-side, remote, and on-site office assistance.
Monitor recurring tickets to identify emerging trends and common issues.
Collaborate with Technical Account Managers to resolve escalated customer concerns.
Generate new knowledge base entries to enhance first-line issue resolution rates.
Adhere to established protocols for managing incidents and fulfilling requests.
Offer guidance and support for addressing escalated service matters.
Exhibit a strong commitment to customer satisfaction and adeptly evaluate risks.
Conduct analysis and documentation of software requirements.
Qualifications:
5 years of experience in information technology, providing support for inbound customer requests and issue resolution.
Possession of a high school diploma.
Proficiency in using ConnectWise Manage software or a comparable ticketing system.
Solid understanding and expertise in desktop and server operating systems such as Windows, Linux, and Unix.
Adeptness in Microsoft operating systems, as well as Microsoft Office Suite applications including Outlook, Word, Excel, and PowerPoint.
Demonstrated experience in Active Directory tasks including account creation, password resets, group membership changes, and distribution groups management.
Previous involvement in supporting VPN clients and handling VPN administration. Experience in supporting LAN/WAN network infrastructure.
Requirements
Ticketing System, Windows Linux, Active Directory, Active Directory, LAN Vs. WAN
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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