Robert Half Corporation Jobs

Description

The Level 1 Help Desk Technician is responsible for handling first level support of service requests in a first-class professional manor. This relates to all technology, to include workstations, servers, printers, networks, phone systems, telephony, and vendor specific hardware and software.

Responsibilities:

• Troubleshoot and resolve technical difficulties with hardware, software, and telephony.

• Follow standard help desk procedures.

• Document and communicate all issues from within the assigned ticketing system (ConnectWise)

• Responsible for entering notes and time in ConnectWise ticketing in real-time (as it occurs)

• Set proper expectations with customers and follow through.

• Identify and escalate situations within appropriate timelines for the urgency and assigned SLA.

• Become an expert on internal tools (ConnectWise, Kaseya, IT Glue, etc.)

• Handle workstation/user issues including active directory, hardware, backups, security, OS, etc.

• Complete new user accounts, user terminations, email creations, and remote access requests

• Troubleshoot telephony items (circuits, T’s, MPLS, PBX, cabling)

• Set up new workstations for our customer base.

• Troubleshoot virus’s, malware, spyware, adware, and worms and understand ransomware.

• Basic remote access solution implementation and support: VPN, Terminal Services, RDP, etc.

• Recognize ongoing issues and be proactive in resolution and customer notification.

• Recognize and report when a customer is using outdated equipment.

• Be cost savvy when assisting customers.

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

• Understand processes and procedures, stay up to date with runbooks and templates, and stay up to date with assigned training materials.

• Stay current with system information, changes, and updates.

Requirements

Competencies:

• Proactively provide first class service

• Conduct oneself with proper business ethics; treat others with respect and keep commitments.

• Respond promptly and professionally with prospects, customers, and fellow team members.

• Write clearly, informatively, and completely on all tickets and customer communications.

• Speak clearly and persuasively. Listen and probe openly and patiently and get clarification.

• Ability to follow directions and problem solve basic IT related issues.

• Must be able to be flexible with regards to schedule.

• Have a high level of integrity and morale.

• Be presentable at all times - as you represent the company at all times.

Skills:

• Work towards professional certifications all lines of IT Services

• CompTIA A+, N+, S+, L+; CCENT / CCNA: VMWare VCP, Microsoft MCSA; Apple ACSP

• Service awareness of all organization’s key IT services for which support is being provided.

• Understanding of support tools, techniques, and how technology is used to provide IT services.

• Basic understanding of operating systems, business applications, printing systems, and network systems

• Ability to use Windows and web-based applications, including Microsoft Outlook, Word, Excel, and PowerPoint effectively.

• Ability to effectively understand and communicate technical information.

• Diagnosis skills of technical issues

• Ability to multi-task and adapt to changes quickly.

• Attention to detail.

• Typing skills to ensure quick and accurate entry of service request details.

• Ability to work in a team environment and communicate effectively.

• Self-motivated with the ability to work in a fast moving, sometimes high stress environment.

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 (https://www.roberthalf.com/us/en/mobile-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.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .