Help Desk Analyst I

Posted 3 weeks ago by Robert Half
San Ramon, CA
Application ends: March 1, 2023
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Job Description


Our Fortune 500 Client is seeking a Support Specialist I who will coordinate, diagnose and troubleshoot incoming global employee support interactions. Provides support services on technical, hardware, and information technology issues reported by employees involving laptops and desktops from local and remote personnel (may include candidate and branch location support as needed) using network various remote access methods. Provides timely resolution of problems or escalation on behalf of customer to appropriate escalation technical personnel. Provides timely case (incident) status updates to management and end-users; supports and maintains effective user relationships; and adheres to standard operating procedures and customer service guidelines relating to remote IT support.

*This is a Remote role.

Specific responsibilities will include:

-Answer front line support interactions from remote consultants with the ability to assist users with simple “how to” questions and basic troubleshooting on various technical issues.

-Assign support interactions to appropriate level support for further assistance as needed.

-Perform service interactions for corporate and field users and document all support incidents into support team Incident Tracking Database.

-Listen to constructive feedback and incorporate feedback into daily work style. Look at areas to improve and proactively research best method for improvement.


-High School diploma or equivalent. College degree preferred.

-A+ & Network Essentials preferred.

-1 year technical support experience preferred.

-Basic PC troubleshooting knowledge.

-Basic level of experience with using Microsoft Office Suite.

-Basic understanding of Windows OS and remote connectivity methods

-Effective oral, written, and interpersonal communication skills.

-Ability to work using set processes independently and with others.

-Ability to demonstrate a sense of urgency.

-Share knowledge with team

-Ability to demonstrate a professional communication manner.

-Adhere to standard of conduct in keeping with company Principles.

-Ability to multi-task and ability to adapt to changing priorities or processes.

-Demonstrated basic problem-solving and organizational ability.

-Decision making ability and time management skills. Ability to handle escalated and time sensitive issues.

-Ability to research issues and exercise judgment.

-Ability to follow directions, procedures.

-Ability to demonstrate reliability and attendance.

-Ability to prioritize work assignments.

-Ability to manage conflict.

-Ability to maintain confidentiality.

The typical pay rate for this position is $20.67/hour to $30.77/hour. The rate is negotiable depending upon experience and location.

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