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We are seeking a skilled and customer-focused Help Desk Tier 2 Technician to provide high-quality technical support and white-glove customer service. This role is responsible for resolving escalated IT issues, managing IT assets, supporting onboarding/off-boarding processes, and maintaining critical systems such as SharePoint, JIRA, and Office 365. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment while ensuring a seamless end-user experience.
Key Responsibilities:
Technical Support & White-Glove Customer Service
- Provide Tier 2 technical support, including troubleshooting hardware, software, and network issues.
- Deliver white-glove IT support for executives and VIP users, ensuring a seamless and professional experience.
- Serve as an escalation point for Tier 1 support, resolving complex technical issues in a timely manner.
- Maintain a high level of customer service and professionalism, ensuring excellent communication and issue resolution.
User Management & IT Operations
- Onboarding & Offboarding: Configure new user accounts, provision/deprovision hardware and software, and ensure security compliance.
- Asset Management: Track, maintain, and manage IT assets, including laptops, mobile devices, and peripherals.
- Office 365 Administration: Manage user accounts, permissions, email configurations, and troubleshoot issues related to O365 applications.
- JIRA Administration: Create and manage tickets, workflows, and reports while ensuring proper tracking of IT support requests.
- SharePoint Support: Assist in the administration, troubleshooting, and user support of SharePoint sites and permissions.
Process Improvement & Documentation
- Document troubleshooting steps, common issues, and best practices in a knowledge base.
- Contribute to IT process improvements, automation, and efficiency enhancements.
- Assist with IT projects, including system upgrades, migrations, and deployments.
Qualifications & Skills:
- 3+ years of experience in IT support, help desk, or desktop support roles.
- Strong knowledge of Windows 10/11, macOS, Office 365, SharePoint, and JIRA.
- Experience with Active Directory, user/group management, and security permissions.
- Familiarity with asset management best practices and IT inventory tracking.
- Ability to troubleshoot hardware, software, and network issues efficiently.
- Exceptional customer service and communication skills; ability to support high-level users.
- Strong problem-solving and analytical skills with attention to detail.
- Ability to work both independently and collaboratively in a team-oriented environment.
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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.
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