Support Specialist I – Contract

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

📋 Description

• Coordinate, diagnose, and troubleshoot incoming global employee support interactions.

• Provide technical support services for Robert Half or Protiviti regarding hardware and IT issues related to laptops and desktops.

• Assist both local and remote personnel, including support for candidates and branch locations as needed, utilizing various network remote access methods.

• Resolve issues promptly or escalate them to the relevant technical teams.

• Deliver timely updates on incident statuses to management and end users.

• Maintain strong relationships with users while adhering to standard operating procedures and customer service guidelines for remote IT support.

• Handle frontline support interactions and aid users in migrating to a new user tenant.

• Allocate support interactions to the appropriate support levels.

• Conduct service interactions for both corporate and field users.

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

• Integrate constructive feedback and proactively explore improvement strategies.

⛳️ Requirements

• High School diploma or equivalent.

• College degree is preferred.

• A+ & Network Essentials certifications are preferred.

• A minimum of 1 year of technical support experience is preferred.

• Basic knowledge of PC troubleshooting.

• Fundamental experience with Microsoft Office Suite.

• Basic understanding of Windows OS and remote connectivity methods.

• Strong oral, written, and interpersonal communication skills.

• Ability to work independently as well as collaboratively within a team using established processes.

• Capability to demonstrate a sense of urgency.

• Willingness to share knowledge with team members.

• Ability to communicate in a professional manner.

• Commitment to adhere to conduct standards in alignment with RH's LEAD Principles.

• Proficiency in multi-tasking and adapting to changing priorities or processes.

• Proven basic problem-solving and organizational skills.

• Strong decision-making and time management abilities.

• Competence in managing escalated and time-sensitive issues.

• Ability to research issues and apply sound judgment.

• Ability to follow directions and procedures accurately.

• Demonstrated reliability and consistent attendance.

• Ability to prioritize work assignments effectively.

• Skills in managing conflict appropriately.

• Capacity to maintain confidentiality.

• Successful completion of a background check is a condition of employment.

🏝️ Benefits

• Medical insurance.

• Vision insurance.

• Dental insurance.

• Life insurance.

• Disability insurance.

• Eligibility to enroll in the company 401(k) plan.