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Help Desk Support

Robert Half Technology • Hampton, GA

Posted 1 month ago

Job Snapshot

Full-Time
$40,000 - $60,000/Year
Computer Hardware, Computer Software
Engineering, Information Technology, Design

Job Description

Ref ID: 00900-9501953350

Classification: Help Desk/Tech Support II

Compensation: $40,000.00 to $60,000.00 per year

This is a Robert Half Technology opportunity. If interested please send your resume to vince.jordan@rht.com

nbsp;

Responsibilities


Planning
bull; Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
bull; Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Acquisition amp; Deployment
bull; Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.
bull; Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
bull; Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
bull; Oversee hardware, software, network, phone, copiers and other peripherals procurement, implementation and upkeep / maintenance
Operational Management
bull; Work with MSP (Managed Service Provider) and ensure availability of systems
bull; Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
bull; Design and enforce request handling and escalation policies and procedures.
bull; Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
bull; Monitor and test fixes to ensure problems have been adequately resolved.
bull; Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
bull; Track and analyze trends in Help Desk requests and generate statistical reports.
bull; Assess need for any system reconfigurations (minor or significant) based on request trends and
make recommendations.
bull; Identify, recommend, develop, and implement end user training programs to increase computer
literacy and self-sufficiency.
bull; Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end
users.
bull; Oversee the development, implementation, and administration of help desk staff training
procedures and policies.

Job Requirements

Position Requirements
Knowledge amp; Experience
bull; Demonstrated progressive experience in the supervision of a technical support team.
bull; Proven track record of developing and providing Service Level Agreements and Help Desk
deliverables.
bull; Solid relationship management and performance management skills.
bull; Ability to motivate and direct staff members and subordinates.
bull; Exceptional written and oral communication skills.
bull; Exceptional interpersonal skills, with a focus on listening and questioning skills.
bull; Strong documentation skills.
bull; Ability to conduct research into a wide range of computing issues as required.
bull; Ability to absorb and retain information quickly.
bull; Ability to present ideas in user-friendly language to non-technical staff and end users.
bull; Keen attention to detail.
bull; Proven analytical and problem-solving abilities.
bull; Ability to effectively prioritize and execute tasks in a high-pressure environment.
bull; Exceptional customer service orientation.
bull; Experience working in a team-oriented, collaborative environment.



Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.
Job ID: 00900-9501953350
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