What are the responsibilities and job description for the Desktop Support II position at Robert Half?
We are seeking a highly skilled and customer-oriented Tier 2 Technical Support Specialist to join our team in Daytona Beach. In this role, you will serve as an escalation point for our Tier 1 Service Desk team, providing advanced technical support and guidance. You will also play a key role in knowledge sharing, documentation, and coaching to ensure efficient and effective problem resolution.
Responsibilities:
- Technical Support:Provide advanced technical support for a variety of hardware, software, and network issues.
- Troubleshoot complex problems and implement effective solutions.
- Escalate critical issues to higher-tier support when necessary.
- Team Leadership:Mentor and coach Tier 1 technicians, sharing knowledge and best practices.
- Assist in training and onboarding new team members.
- Collaborate with team members to identify and resolve recurring issues.
- Documentation:Create and maintain comprehensive technical documentation, including knowledge base articles and troubleshooting guides.
- Document incident resolution processes and lessons learned.
- Problem Solving:Analyze and troubleshoot complex technical issues.
- Identify root causes and implement preventive measures.
- Develop and implement innovative solutions to improve service delivery.
- Customer Service:Provide excellent customer service, communicating technical information clearly and concisely.
- Build strong relationships with end-users and other IT teams.
Qualifications:
- Strong technical knowledge of Windows operating systems, Microsoft Office Suite, and other relevant software applications.
- Experience with network troubleshooting, including TCP/IP, DNS, and DHCP.
- Excellent problem-solving and analytical skills.
- Strong written and verbal communication skills.
- Ability to work independently and as part of a team. 1
Salary : $20 - $25
