What are the responsibilities and job description for the Help Desk Technician - Tier 2 position at Robert Half?
We are currently seeking a dedicated Help Desk 1 professional to join our small IT team at our Hunt Valley location. If you are passionate about providing exceptional customer service, have experience in handling Tier 1 and Tier 2 support tickets, and possess knowledge of Active Directory, Windows OS, and ticketing systems, we want to hear from you!
Responsibilities:
- Serve as the first point of contact for end-user technical support requests via phone, email, or in-person, demonstrating outstanding customer service skills.
- Provide prompt and courteous assistance to resolve Tier 1 and Tier 2 support tickets in a timely manner, ensuring customer satisfaction.
- Log and track all support requests in our ticketing system, maintaining accurate and detailed documentation.
- Troubleshoot and resolve hardware and software issues related to Windows operating systems, utilizing your technical expertise.
- Assist with user account management, password resets, and access control using Active Directory, ensuring data security and compliance.
- Collaborate with other team members to escalate and resolve complex issues efficiently, fostering a collaborative work environment.
- Provide end-user training and support for commonly used applications and systems, promoting user empowerment and productivity.
- Assist with inventory management and maintaining accurate records of IT assets, contributing to efficient resource allocation.
Requirements
- High school diploma or equivalent; relevant certifications or Bachelor's degree in a related field is a plus.
- Proven experience in a Help Desk or technical support role, handling a minimum of 40 tickets per day.
- Strong knowledge of Windows operating systems (Windows 7, 8, and 10) and troubleshooting common software and hardware issues.
- Familiarity with Active Directory for user management and access control.
- Experience with ticketing systems to log, track, and manage support requests.
- Excellent communication and customer service skills, with a keen understanding of the importance of customer satisfaction.
- Strong problem-solving and analytical skills to diagnose and resolve technical issues effectively.
- Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
- Flexibility to work an 8:30 AM to 5:00 PM shift, Monday through Friday.
Salary : $21 - $26
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