What are the responsibilities and job description for the Tier 1 Support | Technical Support | Help Desk position at Robert Half?
We are offering a contract to hire employment opportunity for a Tier 1 Support | Technical Support | Help Desk role based in West Des Moines, Iowa. As a crucial member of our team, you will be primarily tasked with diagnosing and resolving user concerns, providing remote support, and maintaining accurate documentation. This role is instrumental in delivering exceptional service to our users and maintaining the integrity of our technical operations. Be the first point of contact for our client by fielding technical inquiries, troubleshooting basic issues, and escalating complex problems to higher tiers as needed. Responsibilities:• Diagnose and resolve issues related to user concerns effectively and promptly• Provide remote support to users in remote offices or home office setups• Accurately document problem resolutions in ticketing systems, knowledge bases, troubleshooting manuals, and procedures• Actively participate in troubleshooting advanced technical issues within the network and telecommunications environments• Assist in managing software and workstation image, including the use of image deployment software for workstation imaging tasks• Ensure tickets are accurately documented and resolved in a timely manner• Collaborate with team members on assigned projects and work tasks, which may include but are not limited to email, chat, ticketing system, and all applicable queues• Maintain and update online documentation repository as needed• Support the team framework established by management in carrying out assigned tasks.
