What are the responsibilities and job description for the Customer Support Technician position at Robert Half?
Job Details
Description
We are offering a long-term contract employment opportunity for a Customer Support Technician in Gainesville, Florida. The primary function of this role is to provide top-notch customer service in the tech industry, focusing on software and hardware support for workstation and networking devices. The workplace is a team-oriented environment where sharing knowledge and assisting others is highly valued.
Responsibilities:
Provide technical guidance and informal training to customers on hardware and software programs.
Troubleshoot and resolve routine technical service and equipment issues by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
Develop checklists for typical problems and recommend procedures for problem prevention.
Maintain a knowledge database and call tracking database to enhance the quality of problem resolutions.
Monitor the Service Desk queue, resolving support tickets as assigned, and ensuring all Service Level Agreements are met in a timely manner.
Document work performed and resolutions provided, keeping customer records accurate and up-to-date.
Install, configure, and provide user support for personal computers and peripheral equipment, including software installation, upgrades, and patches.
Perform advanced troubleshooting to determine the cause of problems and provide solutions.
Coordinate service calls and repairs for warranty and non-warranty items.
Participate in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
Provide support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, and various off the shelf and Department developed applications.
Share information and receive feedback from other staff members, contributing to a collaborative work environment.
Generate and maintain detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
Requirements
Demonstrated proficiency in Customer Service
Experience in Training staff and customers
Knowledge of Procedures relevant to customer support
Ability to provide Technical Support
Commitment to Quality service delivery
Familiarity with Database management
Proficiency in About Time software
Skills to Troubleshoot technical issues
Knowledge of Microsoft Windows operating system
Ability to work collaboratively in a TeamWork environment
Experience in managing Upgrades
Proficiency in Microsoft Office Suites
Experience in Customer Support
Ability to Resolve Issues efficiently
Knowledge of various Operating Systems
Degree in Computer Sciences preferred
Advanced Computer Skills
Strong Decision-Making abilities
Knowledge of Computer Hardware
Experience with Peripheral Equipment
Commitment to ongoing Detail Oriented Development
Experience in managing Replacement of hardware or software
Familiarity with Service Desk operations
Understanding of Service Level Agreements
Experience in handling Service Calls.
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 offering a long-term contract employment opportunity for a Customer Support Technician in Gainesville, Florida. The primary function of this role is to provide top-notch customer service in the tech industry, focusing on software and hardware support for workstation and networking devices. The workplace is a team-oriented environment where sharing knowledge and assisting others is highly valued.
Responsibilities:
Provide technical guidance and informal training to customers on hardware and software programs.
Troubleshoot and resolve routine technical service and equipment issues by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
Develop checklists for typical problems and recommend procedures for problem prevention.
Maintain a knowledge database and call tracking database to enhance the quality of problem resolutions.
Monitor the Service Desk queue, resolving support tickets as assigned, and ensuring all Service Level Agreements are met in a timely manner.
Document work performed and resolutions provided, keeping customer records accurate and up-to-date.
Install, configure, and provide user support for personal computers and peripheral equipment, including software installation, upgrades, and patches.
Perform advanced troubleshooting to determine the cause of problems and provide solutions.
Coordinate service calls and repairs for warranty and non-warranty items.
Participate in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
Provide support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, and various off the shelf and Department developed applications.
Share information and receive feedback from other staff members, contributing to a collaborative work environment.
Generate and maintain detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
Requirements
Demonstrated proficiency in Customer Service
Experience in Training staff and customers
Knowledge of Procedures relevant to customer support
Ability to provide Technical Support
Commitment to Quality service delivery
Familiarity with Database management
Proficiency in About Time software
Skills to Troubleshoot technical issues
Knowledge of Microsoft Windows operating system
Ability to work collaboratively in a TeamWork environment
Experience in managing Upgrades
Proficiency in Microsoft Office Suites
Experience in Customer Support
Ability to Resolve Issues efficiently
Knowledge of various Operating Systems
Degree in Computer Sciences preferred
Advanced Computer Skills
Strong Decision-Making abilities
Knowledge of Computer Hardware
Experience with Peripheral Equipment
Commitment to ongoing Detail Oriented Development
Experience in managing Replacement of hardware or software
Familiarity with Service Desk operations
Understanding of Service Level Agreements
Experience in handling Service Calls.
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.
