Support Specialist II

Robert Half•San Ramon, CA

4d•$52,000 - $75,000

About The Position

Coordinates, diagnoses and troubleshoots incoming global employee calls, emails, and other support requests. Provides support services on technical, hardware, and information technology issues reported by employees and consultants involving laptops and desktops from local and remote personnel using network various remote access methods. Provides timely resolution of problems or escalation on behalf of customer or consultant to appropriate escalation technical personnel. Provides timely case (incident) status updates to management and end-users; supports and maintains effective user relationships; and adheres to standard operating procedures and customer service guidelines relating to remote IT support.

Requirements

2 Years Lead/Supervisor Experience preferred.
Proficient technical background necessary.
High School Diploma or equivalent.
PC Troubleshooting knowledge.
Medium level of experience with using Microsoft Office Suite.
Good Understanding of Windows OS and remote connectivity methods.
Ability to respond to phone calls, emails and incidents 80% of an 8 hour day at a desk in a cube environment.
Enter via keyboard information into a CRM Database.
Ability to meet department standards.
Occasionally attend meetings in different corporate buildings in person.

Nice To Haves

College degree preferred.
MCSE or Equivalent experience preferred.

Responsibilities

Answer front line support calls from consultants with the ability to assist users with critical and escalated "how to questions" and troubleshooting on various technical issues by asking appropriate questions to identify root cause.
Assign tasks to third level support and/or IT escalation teams for further assistance.
Troubleshoot and resolve computer/network/software issues including basic terminal server user maintenance from corporate and field users.
Document all support incidents into support team Incident Tracking Database.
Troubleshoot and resolve computer / network / software issues and process Service requests for all Protiviti users.
Document all support incidents into support team Incident Tracking Database.
Performs routine follow up with users and escalation teams to ensure incident resolution.
Make decisions as to what issues and to which department to escalate problems while gauging the impact and priority of these issues for our customers.
Assist level I technicians with troubleshooting.
Participate in Knowledge management article creation and knowledge sharing.
Ability to perform work with limited instruction.
Consults with Level 3 or Lead/Supervisor as needed or on issues that require approval and exceed limit of authority.

Benefits

We offer exceptional earning potential and a competitive benefits package, including group health insurance benefits (medical, vision, dental), FSA and HSA healthcare accounts, life and accident insurance, adoption and fertility assistance, paid parental leave of up to 6 weeks, and short/long term disability.
Robert Half provides paid time off for vacation, personal needs, and sick time.
The amount of Choice Time Off (CTO) our people receive varies based on their years of service and is pro-rated based on the hours worked per week.
A new hire earns up to 17 days of CTO per calendar year.
Our people also receive up to 11 paid holidays per calendar year.
We also offer the opportunity to contribute to our company 401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees.
Learn more at https://roberthalfbenefits.com .
Robert Half Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran
As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.
Our recruiters use their expertise and may utilize AI to help with their evaluation of candidates.
Robert Half is committed to being an equal employment employer offering opportunities to all job seekers, including individuals with disabilities.
If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to HRSolutions@roberthalf.com or call 1.855.744.6947 for assistance.
For positions located in San Francisco, CA: Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
For positions located in Los Angeles County, CA: Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.