Support Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage, assess, and resolve incoming support requests from employees across the globe.

• Deliver technical assistance, hardware support, and IT solutions for laptops and desktops utilized by on-site and remote staff for Robert Half or Protiviti.

• Offer support to candidates and branch locations as necessary through various remote network access methods.

• Address issues swiftly or escalate them to the relevant technical teams as needed.

• Provide timely updates on incident status to management and users.

• Foster strong relationships with users.

• Adhere to standard operating procedures and customer service standards for remote IT support.

• Handle frontline support requests.

• Assist users transitioning to a new user tenant.

• Allocate support requests to the appropriate support levels.

• Execute service interactions for both corporate and field users.

• Record support incidents in the support team's Incident Tracking Database.

• Investigate methods for improvement and integrate constructive feedback into daily operations.

⛳️ Requirements

• High School diploma or equivalent required.

• A+ and Network Essentials certifications preferred.

• Preferred 1 year of experience in technical support.

• Basic knowledge of PC troubleshooting.

• Fundamental experience with the Microsoft Office Suite.

• Basic understanding of Windows operating systems and remote connectivity options.

• Strong oral, written, and interpersonal communication skills.

• Capability to work independently and collaboratively within established processes.

• Ability to demonstrate urgency in task completion.

• Willingness to share knowledge with the team.

• Professional demeanor in communication.

• Commitment to maintaining standards of conduct aligned with RH's LEAD Principles.

• Capacity to manage multiple tasks and adapt to shifting priorities or processes.

• Proven problem-solving and organizational skills.

• Sound decision-making abilities and time management skills.

• Competence in handling escalated and time-sensitive issues.

• Ability to research problems and exercise sound judgment.

• Adherence to instructions and procedural guidelines.

• Reliability and consistent attendance are essential.

• Ability to prioritize tasks effectively.

• Skills in conflict resolution.

• Commitment to maintaining confidentiality.

• Successful completion of a background check is mandatory for employment.

🏝️ Benefits

• Comprehensive group health insurance (medical, vision, dental).

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Life and accidental death insurance.

• Support for adoption and fertility needs.

• Up to 6 weeks of paid parental leave.

• Short-term and long-term disability coverage.

• Paid time off for vacations, personal needs, and illness.

• New hires receive up to 17 days of Choice Time Off (CTO) per calendar year.

• Up to 11 paid holidays annually.

• 401(k) savings and investment plan or deferred compensation plan (if eligible).

• Employer matches 100% of the first 3% of contributions for eligible employees.

• Opportunity for remote work arrangements.