Robert Half Applications Support Specialist in Dallas, Texas
Description Position Summary: First point of contact for customer technology requests via telephone or
email. Respond to customer requests and solve technology issues, while taking detailed notes
in our incident management system of steps for resolution, and manage the flow of other requests
Essential Duties and Responsibilities: Specific duties of this position include, but are not
Provide 1st and 2nd level support for firm approved applications and technology
Deliver high-level customer service in a fast-paced environment with the ability to
stay positive under pressure.
Produce documented details of all service calls in the ticketing system.
Advanced Microsoft Office Skillset – Certifications in Word and Outlook preferred. Office
Participate in and understand the life cycle of application deployments, including
application installation, testing, deployment, support, and upgrades.
Maintain an in-depth understanding of the needs and issues of customers,
departments and practice groups.
Maintain an in-depth knowledge of assigned application sets. With a focus on
specific applications assigned to become the Subject Matter Expert for both the
end user and from the troubleshooting side.
Create and maintain Knowledge Base articles for end user support issues.
Monitor support issues related to the assigned applications.
On assigned SME applications, participate with the project team on upgrades and
keeping communications open so that the TRC, the IT Department and user
community are informed.
Troubleshoot application problems, acting as liaison between the customer and
the application owner, and at times with the vendor that may be engaged to resolve
Knowledge, skills and abilities required:
Critical Thinking and Problem Solving Skills: Ability to work in a fast-paced
environment and use these skills to resolve issues for end-users. This includes
skills of asking good questions and actively listening in order to focus on the
problem the customer is facing.
Ability to build relationships with end users and staff to provide next level support
and a culture of collaboration.
Technical Expertise. Continual and self-paced improvement of technical
expertise, specifically mastery of the firm’s applications and other technology
Ability to be self-directed, stay on top of deadlines and follow-up with assignments
that are outside of answering service calls.
Thorough knowledge of complex automated information systems management as
normally acquired through a Bachelor’s degree in MIS, computer science or
business administration or, the equivalent experience.
Ability to travel via private or public conveyance as may be required for support
role. Requirements Microsoft Office 365
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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Questions? Call your local office at 1.888.490.4429. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.