Overview
On Site
USD 24.54 - 28.41 per hour
Full Time
Skills
Help Desk
Communication
Problem Solving
Conflict Resolution
Incident Management
Network
Issue Resolution
Computer Hardware
Microsoft Office
Tier 2
Regulatory Compliance
Customer Service
Educate
PDF
Issue Tracking
Reporting
Collaboration
Documentation
Service Desk
Technical Support
Microsoft Windows
OS X
Mobile Devices
Hardware Troubleshooting
Laptop
Printers
Active Directory
Workflow
Account Management
IT Service Management
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
We are seeking a motivated and customer-focused Help Desk Level Technician to join our IT support team. As the first point of contact for IT support requests, you will play a crucial role in providing technical assistance and resolving hardware, enterprise-related software, and account access issues for end users. This role requires excellent communication skills, strong problem-solving abilities, and a basic technical understanding of key IT systems such as Active Directory and access workflows.
Key Responsibilities
Incident Management & Support:
Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing systems.
Respond to, document, and resolve technical issues related to hardware, software, and network access in a timely manner (Source: US Demand for Skilled Talent Q1 2025.pdf).
Troubleshooting & Issue Resolution:
Diagnose and resolve Level 1 technical issues, including computer hardware, peripherals, and enterprise-related software (e.g., Microsoft Office Suite, company-specific software).
Escalate unresolved issues to Tier 2 support or appropriate IT teams, providing detailed incident descriptions for faster resolution.
Active Directory Administration:
Assist with Active Directory account management, including password resets, account unlocks, and verifying user access following established workflows.
Maintain a basic understanding of how user access is granted and ensure compliance with IT policies.
Customer Service Excellence:
Deliver exceptional customer support while maintaining professionalism and a results-oriented approach under varying levels of pressure.
Educate and assist users in resolving basic technical issues to promote self-service solutions where applicable (Source: US Demand for Skilled Talent Q1 2025.pdf).
Workflow and Documentation:
Log all customer inquiries, troubleshooting steps, and resolutions in the ticketing system for future reference and reporting.
Collaborate with internal teams to improve workflows, processes, and documentation related to service desk operations.
Requirements
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.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
We are seeking a motivated and customer-focused Help Desk Level Technician to join our IT support team. As the first point of contact for IT support requests, you will play a crucial role in providing technical assistance and resolving hardware, enterprise-related software, and account access issues for end users. This role requires excellent communication skills, strong problem-solving abilities, and a basic technical understanding of key IT systems such as Active Directory and access workflows.
Key Responsibilities
Incident Management & Support:
Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing systems.
Respond to, document, and resolve technical issues related to hardware, software, and network access in a timely manner (Source: US Demand for Skilled Talent Q1 2025.pdf).
Troubleshooting & Issue Resolution:
Diagnose and resolve Level 1 technical issues, including computer hardware, peripherals, and enterprise-related software (e.g., Microsoft Office Suite, company-specific software).
Escalate unresolved issues to Tier 2 support or appropriate IT teams, providing detailed incident descriptions for faster resolution.
Active Directory Administration:
Assist with Active Directory account management, including password resets, account unlocks, and verifying user access following established workflows.
Maintain a basic understanding of how user access is granted and ensure compliance with IT policies.
Customer Service Excellence:
Deliver exceptional customer support while maintaining professionalism and a results-oriented approach under varying levels of pressure.
Educate and assist users in resolving basic technical issues to promote self-service solutions where applicable (Source: US Demand for Skilled Talent Q1 2025.pdf).
Workflow and Documentation:
Log all customer inquiries, troubleshooting steps, and resolutions in the ticketing system for future reference and reporting.
Collaborate with internal teams to improve workflows, processes, and documentation related to service desk operations.
Requirements
- 3+ years of experience in IT support with exposure to enterprise IT environments preferred.
- Knowledge of Windows and Mac OS environments, mobile devices, and enterprise-related software.
- Familiarity with hardware troubleshooting (e.g., desktops, laptops, printers, peripherals).
- Foundational understanding of Active Directory (e.g., access workflows, group membership, and account management).
- Experience with IT service management tools and ticketing systems.
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.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.