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Robert Half International Help Desk in KETTERING, Ohio


The Tier 1 Help Desk Technician will provide the initial point of contact for end-users to report all Information Technology related support and maintenance issues within the organization. This position will be responsible for capturing the details of the IT issue, determining whether the issue is hardware or software related, and directing the issue to the proper technician within our clients Information Technology support structure. In addition, this resource will be responsible for solving the most common technical issues during the first contact with the user. This candidate will also troubleshoot problem areas by telephone, or via e-mail in a timely and accurate fashion, and provide end-user assistance where required.

What your day may look like

  • Receive and respond to calls, emails, live chats and web inquiries from system users.

  • Log all received issues into our help desk ticketing system (Service Now).

  • Classify and prioritize incidents.

  • Provide technical and functional support, resolving 70 percent of tickets during first contact.

  • Uses judgement to determine when to escalate incidents.

  • Monitors incidents to identify repetitive issues.

  • Develops knowledge articles to decrease resolution time.

  • Collaborates with Tier 2 support to enhance knowledge and improve service level agreements.

  • Other work-related duties as assigned by your leader.

  • Reliable and regular attendance is expected.

Education and experience needed for this position

  • Two years' experience supporting and troubleshooting hardware and software

  • Experience in a customer service environment is required.

Other skills that will help you succeed

  • Knowledge of Microsoft operating systems (Windows 10) is highly preferred.

  • Knowledge of Internet browsers. (Internet Explorer, Firefox, Chrome, Safari)

  • Written and verbal communication skills.

  • Problem solving ability.

  • Experience with Service Now is preferred.

  • Ability to set priorities and work on multiple tasks.

  • Ability to follow detailed documented procedures.

  • Ability to work independently and on a team.


  • Two years' experience supporting and troubleshooting hardware and software

  • Experience in a customer service environment is required.

Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.

Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.

When you work with us, you’re working with the best. Robert Half has been recognized as one of FORTUNE’s “Most Admired Companies” every year since 1998 and was named to Forbes’ inaugural list of America’s Best Temporary Staffing Firms.

Questions? Call your local office at 1.888.490.4429. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit for more information.

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