Description As a Help Desk Support Specialist, you will be the first point of contact for end-users seeking technical assistance. You will be responsible for diagnosing and resolving IT-related issues promptly while providing excellent customer service. The ideal candidate will have experience with Active Directory, Office 365 troubleshooting, Windows operating systems, ServiceNow or other ticketing systems, and a strong commitment to delivering exceptional support to our users.Responsibilities:
Serve as the primary point of contact for end-users seeking technical assistance via phone, email, or in-person.
Provide timely and accurate resolution to IT-related issues, including hardware, software, network, and account access problems.
Troubleshoot and resolve issues related to Active Directory, including password resets, user account management, and group policy troubleshooting.
Assist end-users with Office 365 applications, including Outlook, Word, Excel, and Teams, troubleshooting email, calendar, and collaboration issues.
Provide support for Windows operating systems, including installation, configuration, and troubleshooting of desktop and laptop computers.
Utilize ServiceNow or other ticketing systems to log, track, and prioritize support requests, ensuring timely resolution and escalation as needed.
Follow standard procedures for proper escalation of unresolved issues to the appropriate IT teams.
Document solutions and maintain knowledge base articles to facilitate self-service and improve efficiency.
Collaborate with other IT teams to identify and implement process improvements to enhance the overall support experience.
Deliver exceptional customer service by communicating effectively with end-users, providing regular updates on issue status, and ensuring a positive support experience.
Requirements
High school diploma or equivalent; Bachelor's degree in Information Technology or related field preferred.
2+ years of experience in a help desk or technical support role, providing support for Active Directory, Office 365, Windows OS, and other IT systems.
Solid understanding of Active Directory concepts, including user and group management, group policies, and LDAP.
Experience troubleshooting Office 365 applications, including Outlook, Word, Excel, and Teams.
Proficiency in diagnosing and resolving issues related to Windows desktop and laptop computers.
Familiarity with ServiceNow or other ticketing systems for incident management and request fulfillment.
Strong customer service orientation with excellent communication and interpersonal skills.
Ability to work independently with minimal supervision and prioritize multiple tasks effectively.
Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are a plus.
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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 (https://www.roberthalf.com/us/en/mobile-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.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .
