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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

limited to:

 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

2016 preferred.

 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.®

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