Robert Half International Help Desk Technician in Raleigh, North Carolina
Responsible for providing remote technical support for software, hardware, and network problems by performing question/problem diagnosis. Technicians guide users through step-by-step resolutions in a call center environment; communicate technical solutions in a user-friendly and professional manner. Escalation of more complex problems to Workstation Specialist, Management, and other appropriate technical support groups will be required in a timely manner. Responsibilities also include user password management, installation, and troubleshooting of applications, printer connectivity, and minor end-user training.
SPECIAL TRAINING, EDUCATION, KNOWLEDGE & SKILLS REQUIRED
Two years experience in a computer support environment or any combination of education and experience. Certifications are a plus but are not required.
Strong verbal communication and customer service skills are required.
Basic Active Directory Administration skills are required.
Ability to support Mainframe 3270 sessions via macros is strongly encouraged but not required.
Understanding of networking equipment functionality is required.
Extensive knowledge of Windows-based operating systems as well as familiarity with Linux-based operating systems is required.
Ability to work on multiple projects and reprioritize as needed.
Basic computer troubleshooting skills and the ability to distinguish between hardware and software problems.
MAJOR DUTIES OF POSITION
Identifies, diagnoses, and resolves first and second-level technology-based problems for all corporate users in a call center environment.
To communicate technical solutions and instructions in a user-friendly and professional manner.
Ensure that the ACD call queue is responded to in a timely manner.
Monitor, resolve and update IT Service Desk Management system.
Work on various special projects as needed.
Prioritize and schedule problem resolution. Escalate problems to Supervisor when required.
Serve as a liaison between IT support and end-users when needed.
Adhere to and help enforce corporate IT security policies as well as other corporate guidelines.
Other duties as assigned by Supervisor.
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 https://roberthalf.gobenefits.net/ for more information.