What are the responsibilities and job description for the SOC Technical Support Specialist position at Robert Half?
Job Description
Description
6-month Contract (potential to go longer)
Hybrid (onsite 3 days a week)
Hours per week: 40 (5 shifts that are 8 hours each, will include some weekend days)
Schedule: Schedule flexibility is needed - Shifts could be as early as 7:30am or as late as 8:30 PM Mon-Fri and as early as 7:30am or as late as 5:00pm on Sat/Sun
Responsibilities
Incident Resolution and Request
Fulfillment (70%)
• Resolve incidents as they are reported and fulfill requests when they are submitted.
• Record all interactions, updates, communications and work notes in the University ticketing system.
• Administer, provide support, and monitor the University's administrative, academic and operational systems.
• Analyze issues to determine if there are problems that can impact the University's operations and bring them to closure.
• Actively seek and participate in professional development to maintain technical knowledge in the ever-evolving technological landscape.
• Inform the leads of tickets that have bounced multiple times and are assigned to the Service Desk team without proper validation.
• Continually follow up on escalated tasks until successfully resolved and closed.
Knowledge Management (25%)
• Write customer centric articles for the public facing Knowledge Base and the more technical internal documentation repository.
• Identify gaps in article content, draft proposed solutions or make recommendations to team leads about new content creation
• Fix errors and make corrections to current knowledge articles
Security Monitoring (5%)
• Monitor for security-related events
Requirements
Required Qualifications
·Willingness to work toward mastery of new technologies and skills as the needs of the user community change.
·Critical thinking, analytic, and problem-solving skills.
·Ability to work independently with minor supervision.
·Good organizational skills, excellent written and oral communication skills, and strong attention to detail.
·Commitment to professional customer service.
·2 years of experience providing multi-platform computer and networking technical support, including over the telephone support, and 2 years of experience in a customer service position (can overlap and can be as a student).
·Experience with multiple operating systems, including virtual environments.
·Strong interpersonal skills, and the ability to work collaboratively as part of a team.
·Ability to work in a fast-paced technical support center with rapidly shifting focus.
·Scheduling flexibility
Preferred:
·Background supporting a TCP/IP network, standard computer operating systems (running Windows, Mac OSX and Unix/Linux) and general productivity tools.
·Experience working in higher education with faculty, staff and students.
·Experience with directory services (Windows Active Directory/Azure and LDAP).
·Experience working with a job tracking ticketing system.
·Mac OS X, MS Windows 10, Linux, UNIX, TCP/IP, Basic Troubleshooting
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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.
© 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
6-month Contract (potential to go longer)
Hybrid (onsite 3 days a week)
Hours per week: 40 (5 shifts that are 8 hours each, will include some weekend days)
Schedule: Schedule flexibility is needed - Shifts could be as early as 7:30am or as late as 8:30 PM Mon-Fri and as early as 7:30am or as late as 5:00pm on Sat/Sun
Responsibilities
Incident Resolution and Request
Fulfillment (70%)
• Resolve incidents as they are reported and fulfill requests when they are submitted.
• Record all interactions, updates, communications and work notes in the University ticketing system.
• Administer, provide support, and monitor the University's administrative, academic and operational systems.
• Analyze issues to determine if there are problems that can impact the University's operations and bring them to closure.
• Actively seek and participate in professional development to maintain technical knowledge in the ever-evolving technological landscape.
• Inform the leads of tickets that have bounced multiple times and are assigned to the Service Desk team without proper validation.
• Continually follow up on escalated tasks until successfully resolved and closed.
Knowledge Management (25%)
• Write customer centric articles for the public facing Knowledge Base and the more technical internal documentation repository.
• Identify gaps in article content, draft proposed solutions or make recommendations to team leads about new content creation
• Fix errors and make corrections to current knowledge articles
Security Monitoring (5%)
• Monitor for security-related events
Requirements
Required Qualifications
·Willingness to work toward mastery of new technologies and skills as the needs of the user community change.
·Critical thinking, analytic, and problem-solving skills.
·Ability to work independently with minor supervision.
·Good organizational skills, excellent written and oral communication skills, and strong attention to detail.
·Commitment to professional customer service.
·2 years of experience providing multi-platform computer and networking technical support, including over the telephone support, and 2 years of experience in a customer service position (can overlap and can be as a student).
·Experience with multiple operating systems, including virtual environments.
·Strong interpersonal skills, and the ability to work collaboratively as part of a team.
·Ability to work in a fast-paced technical support center with rapidly shifting focus.
·Scheduling flexibility
Preferred:
·Background supporting a TCP/IP network, standard computer operating systems (running Windows, Mac OSX and Unix/Linux) and general productivity tools.
·Experience working in higher education with faculty, staff and students.
·Experience with directory services (Windows Active Directory/Azure and LDAP).
·Experience working with a job tracking ticketing system.
·Mac OS X, MS Windows 10, Linux, UNIX, TCP/IP, Basic Troubleshooting
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 puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.
© 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
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