Desktop Support II - Robert Half : Job Details

We are seeking a highly skilled and customer-oriented Tier 1.5-2 Technical Support Specialist to join our team in Daytona Beach. In this role, you will serve as an escalation point for our Tier 1 Service Desk team, providing advanced technical support and guidance. You will also play a key role in knowledge sharing, documentation, and coaching to ensure efficient and effective problem resolution.

Responsibilities:

• Technical Support:Provide advanced technical support for a variety of hardware, software, and network issues.
• Troubleshoot complex problems and implement effective solutions.
• Escalate critical issues to higher-tier support when necessary.
• Team Leadership:Mentor and coach Tier 1 technicians, sharing knowledge and best practices.
• Assist in training and onboarding new team members.
• Collaborate with team members to identify and resolve recurring issues.
• Documentation:Create and maintain comprehensive technical documentation, including knowledge base articles and troubleshooting guides.
• Document incident resolution processes and lessons learned.
• Problem Solving:Analyze and troubleshoot complex technical issues.
• Identify root causes and implement preventive measures.
• Develop and implement innovative solutions to improve service delivery.
• Customer Service:Provide excellent customer service, communicating technical information clearly and concisely.
• Build strong relationships with end-users and other IT teams.

Qualifications:

• Strong technical knowledge of Windows operating systems, Microsoft Office Suite, and other relevant software applications.
• Experience with network troubleshooting, including TCP/IP, DNS, and DHCP.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team. 1