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Help Desk Support Specialist

3 months ago


Milwaukee, United States Robert Half Full time

We are seeking a highly skilled and customer-focused Help Desk Level 2 Technician to join a growing IT support team. The ideal candidate will have a solid foundation in IT, approximately three years of experience in ticket resolution, and exceptional communication and customer service skills. Experience with Intune is a plus. This role involves assisting non-technical users and providing efficient and effective solutions to their IT issues. This is a Direct Hire opportunity and will be 100% on-site during the probationary period before moving to a hybrid schedule.


Key Responsibilities:

  • Ticket Resolution: Manage and resolve a wide range of IT support tickets, ensuring timely and effective solutions.
  • User Support: Provide exceptional support to non-technical users, guiding them through troubleshooting steps and resolving their issues with patience and clarity.
  • Communication: Maintain clear, professional, and empathetic communication with users, ensuring they understand the resolution process.
  • Documentation: Accurately document all support interactions and resolutions in the ticketing system.
  • Intune Experience: Utilize Intune for device management and support, if applicable.
  • Collaboration: Work closely with Level 1 support and other IT team members to escalate and resolve complex issues.


Requirements:

  • Experience: Approximately 3 years of experience in IT support and ticket resolution.
  • IT Knowledge: Strong foundational knowledge of IT systems, networks, and troubleshooting techniques.
  • Communication Skills: Excellent verbal and written communication skills with a focus on customer service.
  • Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically and adapt to new challenges.
  • Customer Service: Demonstrated ability to provide outstanding customer service and support to non-technical users.
  • Intune Experience: Experience with Intune for device management is preferred but not required.
  • Team Player: Ability to work effectively in a team environment and collaborate with colleagues to resolve issues.


Why Join Us:

  • Innovative Environment: Work in a dynamic and innovative IT environment with opportunities for growth and development.
  • Supportive Team: Join a supportive and collaborative team dedicated to providing excellent IT support.
  • Career Growth: Opportunity to advance your career and expand your skills in a growing organization.


If you have a passion for IT support and enjoy helping non-technical users with their IT issues, we would love to hear from you. Apply now to join our team as a Help Desk Level 2 Technician