Description

As a Help Desk II Specialist, you will provide advanced technical support and assistance to end-users within our organization. Building upon your foundational experience in help desk support, you will handle escalated issues, perform in-depth troubleshooting, and collaborate with other IT teams to resolve complex technical problems. This role requires a combination of technical expertise, problem-solving skills, and strong customer service orientation.

Responsibilities:

Advanced Troubleshooting: Serve as a subject matter expert for escalated technical issues, including hardware, software, networking, and security-related problems. Conduct in-depth analysis and troubleshooting to identify root causes and implement effective solutions. Provide guidance and mentorship to junior help desk technicians.

Incident Management: Manage and prioritize escalated support tickets to ensure timely resolution of critical issues. Coordinate with other IT teams and external vendors to resolve complex technical problems that cannot be resolved at the help desk level. Communicate updates and resolutions to end-users in a clear and timely manner.

System Administration: Assist with system administration tasks, including user account management, group policy configuration, and software deployment. Administer directory services such as Active Directory and LDAP to manage user access and permissions. Implement security measures to protect systems and data from unauthorized access.

Remote Support and Troubleshooting: Provide remote assistance to end-users working off-site or in remote locations. Utilize remote desktop tools and virtual private networks (VPNs) to troubleshoot technical issues and perform software installations or updates. Ensure remote users have access to necessary resources and support.

Documentation and Knowledge Sharing: Maintain accurate records of troubleshooting steps, solutions, and best practices in the help desk knowledge base. Document complex technical issues and resolutions for future reference. Share knowledge and expertise with other team members through training sessions and knowledge sharing sessions.

Technology Evaluation and Implementation: Stay informed about emerging technologies and industry best practices related to help desk support and IT service management. Evaluate new tools, software, and solutions to improve the efficiency and effectiveness of help desk operations. Assist with the implementation and rollout of new technologies as needed.

Customer Service Excellence: Provide exceptional customer service to end-users by demonstrating empathy, professionalism, and patience. Act as a liaison between end-users and IT teams, ensuring that user needs and expectations are effectively communicated and addressed. Follow up with users to ensure their issues are fully resolved and satisfaction is achieved.

Requirements

Bachelor's degree in Computer Science, Information Technology, or related field preferred.

Minimum of X years of experience in help desk support or a similar technical support role.

Strong technical proficiency in troubleshooting desktop hardware, software, networking, and security issues.

Solid understanding of ITIL framework and incident management principles.

Experience with system administration tasks such as user account management, group policy configuration, and software deployment.

Excellent communication and interpersonal skills, with the ability to convey technical information clearly and concisely to non-technical users.

Proven ability to prioritize and manage multiple tasks in a fast-paced environment.

Certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, or Microsoft Certified Solutions Associate (MCSA) preferred.

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 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.

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